The Company:
A supplier of high-quality metals and materials, Goodfellow specializes in the research and development sectors with a strong focus on science and industry. Our technical teams have worked on materials that have contributed to scientific breakthroughs in nuclear fusion, the fight against COVID-19, and have been used in probes that have travelled through space as far as Saturn.
Established in London in 1946, Goodfellow now supplies materials globally and holds offices in the UK, France, Germany, USA and China. Today, backed by the prestigious Private Equity firm Battery Ventures, Goodfellow is on an exciting trajectory with a strong mergers and acquisitions strategy and ambitious goals to achieve our growth targets.
Goodfellow has successfully completed the acquisition of Potomac Photonics, headquartered in Baltimore, USA. Potomac is a distinguished microfabrication company renowned for its expertise in quickly and cost-effectively developing miniature products and bringing them to market. With capabilities spanning micro-machining of polymers, metals, ceramics, and glass, Potomac achieves specifications that surpass traditional manufacturing processes.
https://www.goodfellow.com/
https://www.potomac-laser.com/
https://www.battery.com/company/goodfellow/
The Job:
This role is responsible for processing customer orders, providing exceptional customer service, and ensuring seamless communication between internal teams. The ideal candidate will be an effective communicator, highly organized, and skilled at managing customer relationships and order fulfilment processes.
Key Responsibilities:
Order Processing:
- Process and manage incoming customer orders, ensuring accuracy and timely fulfillment.
- Work closely with the sales and logistics teams to track order status and resolve any issues that may arise.
- Monitor inventory levels and communicate with relevant departments to ensure stock availability.
Customer Service:
- Serve as the primary point of contact for customer inquiries, providing product information, order updates, and resolving any concerns.
- Maintain a positive, professional, and friendly relationship with customers, ensuring a high level of customer satisfaction.
- Address customer complaints or issues promptly, working with the relevant departments to find effective solutions.
Intercompany Communication:
- Facilitate smooth communication between the sales, production, Technical, Technical Solution, and Operation teams.
- Collaborate with internal departments to ensure order accuracy, timely delivery.
- Provide internal updates on customer order statuses, special requests, and delivery timelines.
Administrative Support:
- Assist with preparing reports on sales, customer interactions, and order status.
- Maintain customer records and databases, ensuring all information is accurate and up to date.
- Assist the sales team with preparation of sales materials, Catalogue quotes, and other documents as needed.
Continuous Improvement:
- Provide feedback to management on trends, customer feedback, and any potential areas for process improvement.
- Stay updated on product offerings, pricing, and promotions to accurately assist customers.
Key Requirements:
Education:
- High school diploma or equivalent; Associates’ or Bachelors’ degree in Business, Communications, or a related field preferred.
Experience:
- At least 1-2 years of experience in a customer service or sales support role.
- Experience in order processing, sales support, or customer relations is a plus.
Skills:
- Strong interpersonal and communication skills, both written and verbal.
- Excellent organizational skills with the ability to manage multiple tasks.
- Ability to work effectively in a team-oriented environment.
- Proficiency in MS Office (Word, Excel, PowerPoint).
- Familiarity with CRM software (preferably Salesforce), and Dynmaics365.
- Detail-oriented with a problem-solving mindset.
Salary:
- Basic salary, dependent on experience.
- Plus: Company healthcare, company pension (5% company contribution), company sick pay, critical illness cover and life assurance cover, 22 days annual leave, rising to 25.
- Free car parking, free tea and coffee and social events during the year.
- A range of employee benefits provided through our insurance provider. Details will be provided.
All Employees are required to live by the Company Values
Continuous Improvement:
- Acknowledge the shortcoming and limitations within yourself and your team and take action to mitigate these.
- Seek ways to improve and enhance Goodfellow working practices.
- Be receptive to new ideas and practices to improve the results within your team.
- Implement solutions and changes positively and encourage the same within your team.
- Encourage your team to provide solutions not problems.
- Be receptive to feedback for your own and team’s performance.
- Go above and beyond.
- Actively seek feedback from your teams’ customers to ensure their needs and expectations are met.
Responsibility:
- Knowledge of managing the commercial impact of a team.
- Ability to meet both personal and departmental KPIs.
One Team:
- Regularly communicate the progress of the departments and teams’ efforts based against the operational plan and business objectives.
- Build a positive and healthy working relationship with all colleagues in your team and company.
- Communicate with all colleagues in a professional, calm and assertive manner.
- Be flexible to the needs and requirements of other teams.
Customer Centric:
- A mindset that puts the customer at the center of everything we do.
- Flexibility and a positive attitude towards opportunity.
- Exhibit a positive approach and treat all colleagues, clients etc. with dignity and respect.