Customer Service Advisor

Description:

The Customer Service Advisor is responsible for managing processes, activities, and resources within the Hydrasun Internal Sales department to maximise performance and deliver results across:

Achievement of Branch KPIs.
Timely receipt and processing of customer enquiries.
Pricing, preparation, and issue of quotations.
Receipt and processing of customer orders.
Customer care and after-sales support.
Effective liaison with Customer Account Managers, Hydrasun departments, and branch locations.

Key Responsibilities

Continuous improvement, compliance with company HSE, Quality, and HR policies, and focus on personal and departmental development are expected at all times.

Customer Enquiries

Operate an effective process for receiving and managing customer enquiries.
Deliver high standards of customer service through strong product, process, and customer care knowledge.
Support and coach colleagues where required.
Ensure compliance with ERP system input requirements.
Control departmental costs within agreed budgets.
Participate in daily production and delivery scheduling meetings.

Quotations

Prepare quotations using approved pricing and discount structures.
Maintain account margins at or above budget levels and maximise opportunities for additional revenue through services such as freight and premium working.
Provide accurate and timely responses to customer enquiries.
Effectively manage sales opportunities using Live and Lost Enquiry reporting.

Order Processing

Review customer orders to ensure alignment with quotations and operational commitments.
Enter orders into the ERP system accurately and on time, providing sufficient information for downstream departments.

Customer Service & After-Sales Support

Provide customers with timely and accurate information regarding orders and enquiries.
Maintain processes to track and report outstanding orders, including frame agreements and long-term contracts.

Resource Management

Support management of the internal sales team, including performance reviews, objective setting, training, disciplinary, and grievance processes in line with company procedures.
Promote compliance with the Company's HSE and Quality Management Systems.
Assist with internal and external audits and budgeting activities.

Qualifications (Desirable)

Sales, Marketing, or Commercial qualification.
Technical or product-related qualification.

Experience

Effective planning and organisation to achieve objectives.
Understanding of key supplier relationships and organisational structures.

Skills & Behaviours

Excellent written and verbal communication skills.
Strong presentation, leadership, and motivational abilities.
Good technical knowledge of the Hydrasun product range.
High levels of drive, energy, enthusiasm, and commitment to customer service.
Competent user of Microsoft Excel, Word, databases, and other business systems.

About Hydrasun

Hydrasun is a leading international provider of integrated fluid transfer, power, and control solutions serving a wide range of industries worldwide. As part of D2Zero, we apply our expertise and innovation to support the transition to a new energy future.

Built on the principles of engagement, accountability, communication, and teamwork, we empower our people to drive positive change for our customers, industry, and clean energy future.

Headquartered in Aberdeen, Scotland, Hydrasun operates throughout the UK and in strategic locations across Europe, Asia, the Middle East, Africa, North America, and South America.

Equal Opportunities

Hydrasun is proud to be an equal opportunity employer committed to diversity and inclusion. All suitably qualified applicants will be considered based on skills, experience, and ability, regardless of background