Customer Support Coordinator (12 month contract)

Overview:

Element has an opportunity for a new Customer Support Coordinator to join our team in Edinburgh on a 12 month contract. This role will drive to maximise sales opportunities by creating a world-class first impression for customers who contact Element through sales inquiry website forms and telephone numbers.

As the first point of contact for global customers, the Lead Development Associate plays a vital role in the Element sales process. The position consists of multiple responsibilities which help deliver a high customer experience. This includes professionally answering incoming calls and emails from internal and external customers, asking sales-minded questions to pre-qualify incoming requests, posing technical questions to further clarify customer requirements, and efficiently assigning incoming leads to the Element location most capable of providing services.

Hybrid 3 days in our Edinburgh office

Full time 39 hours per week (Mon-Thu: 8:30am-5pm, Fri: 8:30am-4pm)

Responsibilities:

Customer Focus

Achieve goals by utilising Element’s webforms/phone call/email handling processes to effectively respond to incoming callers / web enquiries

Ask inquisitive questions and gather relevant technical detail on each request to assign to the most appropriate location, and better inform the sales team when handing over the lead

Perform to KPIs: speed of response (time to contact/time to assign), accuracy of data entry in DCRM, assigning to the right laboratory, qualification rate and leads won (£)

Utilize processes, tools (including the digital capabilities matrix), and knowledge to properly assign requests to the most appropriate laboratories/sales team in a prompt manner

Develop and maintain ongoing relationships with sales and operational colleagues

Complete customer follow-up emails and phone calls as required each day

Act as a resource in routing customer questions / issues and follow up to ensure customer satisfaction

Actively utilise Dynamics CRM to accurately record lead information, activities, contact details, and updates

Ongoing Development

Build and maintain a solid and current knowledge of Element’s service offerings

Keep up to date with latest developments in Element’s service portfolio and accreditations, increased scope, and changes to laboratories including acquisitions

Participate in training/coaching opportunities

Skills / Qualifications:

Sales, marketing, or customer service experience, or equivalent combination of education and experience

Ability to read and interpret documents such as customer quotes / contracts, marketing materials, and customer testing specifications

Ability to understand practical customer problems and interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule form

Well-developed written and verbal communication skills in a professional style

Strong interpersonal skills that foster open upward and downward communication built on mutual respect

Ability to interface with customers and determine their requirements

Experience working with a CRM – Microsoft D365 is advantageous

Company Overview:

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 7,500 brilliant minds operating from 200 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement:

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.