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Customer Services Representative

How We 'Show Up' at Tuffa Tanks

RESPECTFUL
SELF DISCIPLINED
INNOVATOR
CAN DO ATTITUDE
SENSE OF URGENCY
AN OPPORTUNITY TO JOIN OUR TEAM HAS ARRIVED.

Tuffa Tanks is committed to designing and manufacturing world-class liquid storage systems for a diverse range of applications. As leaders in innovation and customer satisfaction, we are looking for a dedicated Sole Representative in Customer Services to join our dynamic team. This role is crucial for ensuring the highest level of service is delivered to our customers, enhancing their overall experience and supporting our business growth.

Overview of the Role:

As the Sole Customer Services Representative at Tuffa Tanks, you will be the primary point of contact for all customer interactions, playing a key role in maintaining customer satisfaction and fostering long-term relationships. This position requires a proactive approach to customer service, with a focus on resolving issues efficiently and improving service delivery.

Customer Services Representative Key Responsibilities:

Proactive Customer Interaction:

* Proactively engage with customers seeking feedback to develop our companies processes to improve customer experience, increasing retention and fostering account growth.

* Handle all forms of customer communication, including phone calls & emails enquiries.

Issue Resolution:

* Resolve delivery issues, product defects, billing discrepancies, and other customer concerns swiftly.

* Address customer questions, concerns, and feedback promptly and professionally.

* Coordinate with other departments to troubleshoot problems and follow up to ensure resolution and customer satisfaction.

Feedback Collection and Reporting:

* Gather and analyse customer feedback to identify trends and potential areas for improvement.

* Generate regular reports detailing customer interactions, issues, and feedback for the management team.

Database and Relationship Management:

* Maintain accurate and up to date customer records in the company's CRM system, HubSpot.

Policy and Process Optimisation:

* Continuously seek and implement improvements to customer touch points, customer service procedures and policies.

Support and Collaboration:

* Support colleagues in sales and operations by assisting with account customer issues to help build and maintain strong client relationships.

* Manage all aftersales queries and issues using our ticketing pipeline system within our CRM system Hubspot ensuring all information is logged against the ticket, that tickets are kept up to date and that all parties regularly informed of ticket progression.

Customer Services Representative Requirements:

* Proven experience in a customer service role, preferably within a manufacturing or technical environment.

* Strong proficiency in using CRM systems, Hubspot is desired but not mandatory, for managing customer relationships and ticketing.

* Excellent communication and interpersonal skills, with the ability to manage sensitive situations effectively.

* Problem-solving ability and a strong customer-oriented approach.

* Capacity to work independently as the sole representative in a demanding role.

Customer Services Representative Key Competencies:

* Exceptional organisational and time management skills, able to multitask proficiently.

* Strong analytical skills with attention to detail.

* Resilience and adaptability in a dynamic work environment.

* Commitment to ongoing professional development and learning.

Tuffa Tanks: Building a Brighter Future

We value diversity and are committed to creating an inclusive environment. We encourage applications from all qualified candidates. This role offers an opportunity to play a pivotal part in the service excellence of Tuffa Tanks. If you’re ready to take on a challenging and rewarding position in customer services, Tuffa Tanks is your next step. For accessibility assistance with your application, or to discuss alternative application methods, please contact our recruitment team.

Customer Services Representative Benefits:

* Competitive salary with performance-based incentives.

* 25 days holiday entitlement (plus bank holidays)

* Birthday Holiday

* Private Medical Insurance

* Referral Scheme

* Company Auto-Enrolment Pension Scheme

* Cycle-to-Work Scheme

* Company Events