Customer Support Agent

About the role

Lektronix, a Rockwell Automation business offering industrial automation solutions, is looking for a Customer Support Agent based in the West Midlands. You will manage relationships with existing customers while supporting the external sales team in growing the customer base, acting as the main point of contact by phone and email. You will handle enquiries, order and repair updates, quotations, invoices and collections, and work alongside an external salesperson across manufacturing industries.

Key responsibilities

• Achieve sales targets and manage a geographical area to maximise its sales potential.
• Maintain customer relationships and key accounts, and manage customer expectations.
• Assess and price repair and supply jobs according to each customer's needs and future potential.
• Develop and maintain a database of existing and potential customers.
• Follow up on leads, generate new ones and bring on new customers in a structured way.
• Inform customers on price, availability, delivery expectations, order expediting and delivery tracking.
• Support management decisions, recommend business development activities and identify key issues.
• Handle after-sales queries and customer complaints, working with workshops and escalating issues.
• Collaborate with other customer service staff, regional sales managers and the commercial manager.

Required profile

• Minimum GCSE in English and Mathematics.
• At least 1 year of experience in customer care.
• Preferred: experience providing detailed troubleshooting and resolution to users, and administrative skills.

What we offer

• Comprehensive mindfulness programmes with a premium membership to Calm.
• Paid volunteer time off after 6 months of employment for eligible employees.
• Employee Assistance Program and personalised wellbeing programmes through OnTrack.
• Digital course library for professional development and opportunities for certification and global exposure.
• Compensation and benefits aligned with Rockwell Automation's global standards, plus local benefits.