About us:
A supplier of high-quality metals and materials, Goodfellow specialises 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, Switzerland and China. Today, backed by the prestigious Private Equity firm Battery Ventures, Goodfellow is on an exciting trajectory with a strong merger and acquisitions strategy and ambitious goals to achieve our growth targets. In the past year, the group welcomed the addition of:
- Potomac Photonics, a leader in microfabrication, specialises in micromachining polymers, metals, ceramics, and glass to sub-micron precision.
- Suisse Technology Partners (Suisse TP), which brings certified laboratories and surface-technology expertise, bridging material supply and application testing.
- The Bureau of Analysed Samples (BAS) adds certified reference materials (CRM) and advanced analytical testing to Goodfellow’s growing portfolio of services.
These acquisitions expand the Goodfellow Group’s portfolio to over 170,000 materials, backed by end-to-end services ranging from material supply and customisation to certification, fabrication, and full analytical testing.
Your role:
The Company supplies materials which are used for research, development and specialised manufacturing applications. The product offering includes a range of certified reference materials.
The Customer Service team works closely with all departments across the business, with its primary responsibilities being the processing and management of customer orders, delivering best in class service and after-sales support. Working closely with the Sales department, the team also identifies and escalates new business opportunities within our existing customer base to relevant Account Managers for prospecting and follow-up. The Customer Service team is pivotal to the sales and operational performance of the business.
Key Responsibilities:
- Day-to-day customer interface for external customers and internal stakeholders
- Processing of orders for our certified reference materials and other products, including associated administration and monitoring of their progress to ensure fulfilment of customer requirements
- Dealing with and responding to customer queries received from all markets by email and telephone
- Managing customer complaints resolution by identifying and escalating key issues in a timely manner
- Working in collaboration and liaising with internal departments to facilitate information flows across teams and with customers on a wide range of issues
- Maintain and update sales and customer records on internal database
- Through contact with customers, the identification and qualification of possible business opportunities and escalation to the Sales team
- Interact with the Finance team regarding payment, management of overdue invoices and customer accounting issues
- Ensure the adherence to internal Sales processes and procedures is maintained and completed within a timely manner
Key Requirements:
- Excellent telephone and listening skills
- Excellent written and spoken communication skills
- IT skills – Microsoft Office Outlook, Word & Excel
- German and/or French language skills – written and oral – to A-Level standard highly desirable for supporting customers in those key markets
- Numerical skills
- Problem-solving skills
- Product awareness – Stay up-to-date with new products and features
- Customer & commercial awareness
- Accuracy and attention to detail (including checking data accuracy in orders and invoices)
- An ability to work independently and as a team
- Be proactive and flexible
Prospects:
The prospects for the candidate will depend entirely upon the success of the individual. If successful, the person appointed to this position could play an important role in the development of Goodfellow.