Contracts Specialist

About the role

Responsible for delivering great intentional customer experiences. Key responsibilities include ensuring orders are managed in a timely and accurate manner based on quotes for both standard and customized solutions by pro-actively engaging with customers, working closely with the sales team and also operations teams. This role also handles a range of other customer queries, ensuring customer satisfaction by collaborating with other departments and pro-actively addressing any issues.

Key Responsibilities and Outcomes

• Provide exceptional levels of customer service and ensure high levels of customer satisfaction at all times.
• Ensure the integrity of any data input and maintains records as required.
• Maximize opportunities for new business with existing customers (through opportunities for value selling including cross selling).
• Respond professionally and accurately to all other customer queries within agreed timescales.
• Use existing procedures and policies to solve routine or standard problems.
• Manage customer orders within the company's Material Requirements Planning (MRP) system, including processing changes and addressing any customer enquiries.
• Manage status report submittals on a recurring basis as required by the customer.
• Manage documentation requirements of orders when needed to ensure approvals are in place to support Rotork delivery commitment.
• Liaise and negotiate with customers, internal departments and Factory regarding order fulfilment or special requirements.
• Work with the Quality department to resolve and investigate customer and quality complaints, ensuring customer expectations are managed through to resolution.
• Clarifies delivery dates and addresses delays in production and delivery with relevant contact points, ensuring issues are resolved and communicated to the customer as needed.

Experience Requirements

• Strong Customer Service experience with typically 3 years' experience in a relevant role and/or industry
• Experience in using ERP and CRM Systems
• Degree or Engineering/Technical Qualification (or equivalent)
• Proficiency in data analysis and leveraging analytics for sales strategy development
• Proficient in Microsoft Office with the ability to quickly learn & utilize business software and internal programs

The Successful Candidate

• Ability to interact with customers on routine basis and must demonstrate a high level of Customer Service.
• Must be thorough, accurate, and organized, with a strong attention to detail.
• Good communication skills, customer focused, strong multitasker and good at executing tasks
• Proactive approach to challenges in order to find solutions to customer issues

#HP #LI-Hybrid

Additional Information

• Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow of liquids, gases and powders across many industries worldwide.
• Our purpose is Keeping the World Flowing for Future Generations.
• For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.
• Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.
• Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.