Customer Support Agent

Aldridge, Staffordshire
National Society for Black Engineers
Overview

Rockwell Automation is a global technology leader focused on helping manufacturers be more productive, sustainable, and agile. Lektronix, a Rockwell Automation business, provides comprehensive solutions for industrial automation worldwide.

Job Description

Customer Support Agent – West Midlands. You will act as the main point of contact for customers, manage existing relationships, support the sales team, and drive sales growth through excellent service, quotations, invoicing, and collections.

Responsibilities

• Achieve sales targets and manage a geographical area to maximise its sales potential.
• Maintain customer relationships and manage key accounts.
• Assess and price repair and supply jobs, taking into account customer needs and future potential.
• Develop, update and maintain a database of existing and potential customers.
• Coordinate and follow up on existing leads, initiate contact, generate new leads and bring on new customers in an effective and structured manner.
• Interface with customers, providing information on price and availability, delivery expectation, ability to expedite orders, and delivery tracking.
• Assist with after sales queries, investigate customer complaints and ensure they are resolved to the customers’ satisfaction.
• Work closely with workshops, escalating issues and relaying feedback to customers.
• Engage other Customer Services personnel, Regional Sales Managers and/or the Commercial Manager in specific selling approaches for certain customers.
• Provide information to support effective management of the business at all levels and make recommendations on business development activity.
• Identify key issues from information gathered and demonstrate behaviour in accordance with Rockwell Automation values.
• Act with highest integrity in all areas.

Qualifications

• Minimum GCSE in English & Mathematics.
• At least one year of experience in Customer Care.
• Preferred: Experience providing detailed troubleshooting and resolutions to users, and administrative skills.

Benefits

• Comprehensive mindfulness programmes with premium membership to Calm.
• Volunteer Paid Time Off available after 6 months of employment for eligible employees.
• Employee Assistance Program.
• Personalised wellbeing programmes through OnTrack.
• On demand digital course library for professional development.
• A collaborative, high performance engineering environment that values innovation and continuous improvement.
• Opportunities for ongoing learning, certification and global exposure.
• Competitive compensation package and benefits aligned with Rockwell Automation’s global standards.
• Additional local benefits.

Application

We are committed to building a diverse, inclusive, and authentic workplace. If you are excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply. You may be the right fit for this or other roles.