**Customer Service Representative – UK Office**
Full-Time
Based in Morocco | Supporting the United Kingdom Office
**Position Overview**
We are looking for a motivated and detail-oriented Customer Service Representative to support our United Kingdom office while being based in Morocco. This role is fully dedicated to the UK market and operates in close coordination with the UK team, Québec office, external sales representatives, and technical teams.
The Customer Service Representative will handle all customer inquiries, provide accurate and timely support, and promote company products and services in line with business objectives. The role also requires full ownership of administrative, clerical, and sales support activities within the Customer Service Department.
You will also be responsible for regularly updating the planning board to ensure accurate scheduling, workload visibility, and task tracking.
**Key Responsibilities**
**Customer Support and Sales**
Manage customer requests for quotations related to systems, parts, and services, using price lists and technical support when required.
Identify customer needs and propose complementary products or services.
Guide customers toward solutions best suited to their technical and operational requirements.
Prepare quotations in accordance with company pricing policies and account guidelines.
Send quotations in PDF format and ensure internal validation when applicable.
**Order and Account Management**
Enter customer orders in Visual ERP and issue order confirmations.
Monitor order progress and ensure delivery timelines are respected.
Maintain accurate customer records in the CRM system.
Support external sales representatives with quotations, order follow-ups, and account management.
Handle customer account openings and participate in ongoing account follow-up.
Manage RMA requests efficiently and in a timely manner.
**Administrative Tasks**
Perform shipping coordination, invoicing, and general administrative tasks required for the smooth operation of the UK Customer Service function.
Conduct customer follow-ups regarding satisfaction, invoice payments, and account status.
Maintain and update the planning board to ensure clear scheduling and workflow visibility.
**General Responsibilities**
Ensure a high level of customer satisfaction and contribute to customer retention.
Support business development and commercial initiatives.
Provide effective and pragmatic solutions to existing and potential customers.
Collaborate with internal teams and contribute to continuous improvement initiatives.
Participate in marketing-related initiatives when required.
Perform any other related duties as needed.
**Requirements and Qualifications**
Minimum 2 to 3 years of experience in customer service, sales support, or a related administrative role.
Experience in the industrial, mechanical, or heavy machinery sector is considered an asset.
Strong written and verbal communication skills in English.
Experience with ERP systems, Visual ERP being an asset.
Proficiency with CRM tools and standard office software including Excel, Word, and Outlook.
Ability to understand technical information and interact effectively with technical teams.
Strong organisational skills with a high level of attention to detail.
Ability to manage multiple priorities in a fast-paced environment.
Right to work in Morocco.
**Skills**
Excellent customer service and interpersonal skills.
Strong problem-solving abilities.
Sales-oriented mindset with the ability to identify opportunities.
Ability to work independently while remaining fully integrated within a remote team.
Effective time management and task prioritisation.
Professionalism, reliability, and strong work ethic.
Adaptability and willingness to learn.
Ability to remain calm and efficient when handling complex requests or tight deadlines.
Type d’emploi : Temps plein
Rémunération : 6.000,00DH à 8.000,00DH par mois
