Customer Support Representative

Sales Gloucester, United Kingdom


Description
















Customer Support Representative  

Gloucester, UK  

About Optimas:  

Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on  

delivering fasteners, components, industrial and safety supplies to our diverse customers around the  

world. Our local, on-the-ground teams understand the nuances of every community we serve. This  

allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain  

at your side while providing a highly personalized level of service and support no matter where you find  

yourself around the globe.  

To learn more, please visit our website http://www.optimas.com/  

Position overview:  

Optimas is looking for a friendly, patient and empathetic Customer Support Representative, to provide  

best-in-class service to our customers in a multi-location global distribution environment. Outstanding  

collaboration with other members of sales, supply chain and operations support teams is critical to  

achieving objectives.  

Principal Activities:  








Maintain strong customer relationships;  

Meet and/or exceed service expectations and initiatives of the business;  

Partner with supply chain to address urgent customer needs;  

Adhere and perform to the customer service representative key performance indicator;  

Adhere to and embrace the THREAD values of Optimas;  

Adhere to and embrace the Customer Service best practice disciplines;  

Demonstrating proficiency in delivering the Optimas total value proposition to the customer and  

at all levels inside the customer;  




Ensure customer satisfaction and all sales are profitable and in line with or better than  

budgeted expectations;  

Developing, engaging and maintaining cross functional teamwork and driving communication  

between Optimas support teams;  

Closely manage and update your TLR & Open Order Book.  

Key responsibilities:  



Continuous communication with customer via phone and email: order requests, order changes,  

order status, tracking information, shipping discrepancies, invoice errors and quality issues.  

Responsible for all system transactions to service customer: entering orders, expediting orders,  

tracking order status, managing returns, maintaining customer data integrity, and resolving  

invoice discrepancies.  


Generating sales leads by suggesting information about other products and services Manage  

customer order books, including initiating and follow-up to resolve issues, answer questions and  

correspondence and complete reports as it relates to the customer base.  

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Provide Assistance and Support to the Sales Organization Team as assigned.  

Communicate effectively with the Supply Chain team and other internal departments.  

May prepare and/or present proposals and quotes and recommend product based on customer  

needs.  



Meet or exceed Customer Support Rep KPI’s.  

Responsible for assigned customer TLR categorisation of R,A,G, system updates, including on  

site JIT set up in line with current usage figures  







Responsible for your teams POD updates on to our system and to insure all POD’s are up to date  

Responsible/support your team's open debit notes to a close  

Make critical decisions daily with the ability to develop root cause analysis.  

Collaborate with Operations to meet urgent customer demand and orders.  

Collaborate with Technical Service Department on Quality issues.  

Collaborate with Supply Chain Planners and Demand Planning to continuously improve forecast  

and order portfolios to the supplier.  


Other tasks and duties as assigned.  

Key Competencies:  

The ideal candidate must have the following competencies:  








Strategic Vision.  

Building organizational capacity.  

Results driven.  

Embrace change.  

Collaboration and Influence.  

Entrepreneurial spirit.  

Customer value and Market focus.  

Skills and Qualifications:  












Excellent Communication skills – verbal and written  

Excited about helping our customers  

Friendly, patient and empathetic  

Continuous improvement  

Attention to detail  

Positive attitude  

Problem solving  

Excellent organisational skills  

Computer Literate MS Office to include Word and Excel  

Excellent time management  

Excellent Team working  

This is an exciting opportunity for career development within a customer-focused role. If you are  

enthusiastic, energetic and passionate about helping customers, this is the role for you!  

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Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race,  

color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optimas OE Solutions complies with  

applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy  

applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer,  

leaves of absence, compensation and training.  

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