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Customer Services ExecutiveLondon, United Kingdom

Posted 14 August 2019

CRU provides world leading business intelligence on the global metals, mining and fertilizer industries, through market analysis report subscriptions.  An exciting opportunity has arisen to join CRU International in the new global Customer Services team based in London, Singapore and Pittsburgh.

This is a key role as part of CRU moving to a more proactive, forward thinking Customer Services function. Once appointed, the Customer Services Executive will become part of a dynamic, supportive, successful and truly international team, with the key focus on building and strengthening client relationships whilst providing sales support to the regional sales team.

Key Responsibilities & Accountabilities

Proactive client contact:

  • Proactively ensuring new clients set up their online account and understand how to consume their reports from the online delivery platform
  • Proactively ensuring clients who have not logged in after 1 month set up their online account or a suitable replacement is found for the license
  • Proactively ensure clients download and activate their interactive cost models
  • Handling client enquiries received via the Customer Services inbox/helpdesk. This can cover the website, the subscription, the users, invoice and payment

 Regional Sales Team support:

  • Assisting with handling client queries
  • Assisting with writing and delivering proposals
  • Assisting with raising orders
  • Assisting with providing client online usage information for renewal conversations
  • Holiday/sickness cover where required, especially for clients

 Order processing and general administration:

  • Checking and processing orders raised by the regional sales team before sending to fulfilment bureau for processing
  • Processing subscriber change requests before sending to the fulfilment bureau for processing
  • Investigating and fixing email returns
  • Completing legal paperwork and supplier forms as required by clients
  • Escalating issues with any process to the fulfilment bureau or IT Department for resolution

 Partners and systems: 

  • Responsibility to manage relationship with fulfilment bureau on a daily basis – orders and changes
  • Responsibility to manage relationship with IT Development on a daily basis – for client online queries and order platform.

Knowledge & Experience

  • Proven record in a proactive customer services role, where client interactions were a key part of the role
  • Experience providing sales support to field sales
  • Experience of working with a regional/global portfolio of clients
  • Experience of working in an information subscription business is preferable

Skills & Competencies

  • Confident communicator over the phone
  • Well-developed written communication skills
  • Good listener
  • Team player – can work with the regional sales team and global customer services team
  • Good attention to detail and accuracy
  • Able to use initiative where required
  • Be a self-starter

Technical & Other Skills

  • Excellent IT skills including the use of MS Office (Word, Powerpoint, Outlook)
  • Experience of using Salesforce/CRM Systems
  • Experience of using Customer Services Helpdesk Ticketing system
  • Experience in using online order processing systems
  • Fluent written and spoken English
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