Customer Support Representative

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OX Tools Global

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 1974

🔧 Matériel

🤝 B2B

Hardware • B2B • Construction

OX Tools Global est une entreprise spécialisée dans la production et la fourniture d'une large gamme d'outils et d'accessoires de haute qualité pour divers métiers. Axée sur l'innovation et la durabilité, OX Tools propose des produits tels que des outils à main généraux, des outils électriques, des lames coupantes, des équipements de sécurité et des solutions de stockage d'outils. L'entreprise s'adresse aux professionnels de plusieurs industries, garantissant aux utilisateurs les meilleurs outils pour la construction, la maçonnerie et d'autres applications exigeantes.

Description

• Deliver an exceptional end-to-end customer experience by providing expert product advice, resolving issues, and efficiently processing quotes, orders, and answering queries over the phone. • Act as a key point of contact for customers via phone and email, aiming for one-contact resolution through strong problem-solving, investigation, and communication skills. • Demonstrate excellent customer service skills in every interaction and ensure timely, one-contact resolution with customers. • Proactively manage and investigate customer issues, identify root causes, resolve conflicts, and escalate where necessary. • Review and manage open orders daily, ensuring delivery blocks, billing blocks, incomplete orders, delays, and open cases are actively controlled and resolved. • Balance operational customer support with inbound and outbound sales activity, identifying opportunities to increase revenue, improving conversion, and add value to every interaction. • Actively support Sales Representatives by maintaining accurate pipelines, progressing opportunities, and providing best practice tools, processes, and insights. • Set up, maintain, and optimise CRM and sales automation systems primarily using NetSuite and Power BI to drive efficiency and sales performance. • Contribute to sales growth by following up on low stock updates, supporting promotions, and ensuring opportunities are progressed through to completion. • Attend Monthly Global Sales Calls and Weekly Team Huddles, sharing customer and operations insights. • Where required, support or oversee internal support resources to ensure consistent service levels and high performance.

🎯 Exigences

• Comfortable working in a sales environment and motivated by targets, growth, and results. • Highly organised with great time-management skills, capable of balancing operational responsibilities with sales priorities. • Confident communicator with strong problem-solving and conflict-resolution skills. • Experienced with CRM or sales systems. • Proactive, resilient, and not afraid to challenge processes or push for better outcomes. • Comfortable working in an office setting in the heart of London. • Enjoy working collaboratively but are equally confident taking ownership and accountability for your results. • Proactive and self-motivated, comfortable working with inbound and outbound sales activity rather than waiting for opportunities to come to you

🏖️ Avantages

• 10 days annual leave + 5 days sick leave + birthday + volunteer leave • A vibrant, supportive team culture