Customer Service Representative | (DRE-389)

Customer Service Representative | (DRE-389)

09 Nov

09 Nov



Company Profiles

Weir has been in business since 1871 and our sustainability and success has been built on attracting, retaining, and developing exceptional people.

As a global company, employing around 15,000 people in over 70 countries, we reflect the diversity of our customers in the diversity of our people and ensure everyone is given the opportunity to flourish regardless of their gender, race, beliefs or background.

Weir is an inclusive and innovative organisation where you can be your authentic self. We continually develop our talent and diversity of thought to keep our business relevant, innovative and successful for the future.

Enabling our people to unleash their full potential is central to ‘We are Weir’,

our vision, mission, and strategic priorities. We aim to be the most admired engineering business in our markets and we'll achieve that ambition by being the employer of choice in our markets.

We offer a wide range of career opportunities across a variety of technical and business roles in engineering, manufacturing and service locations worldwide.

Business Need / Purpose of Role

Provides exceptional customer service to internal and external customers; receives and verifies orders for Weir products.ts.

Objectives & Measurement - Key Responsibilities


- Understands and supports sales policies and procedures to provide effective customer service

- Provides pricing and parts availability, as well as relevant product information to internal and external customers; responding within customer specified deadlines

- Converses with customers regularly to receive sales orders or troubleshoot issues

- Works with various internal departments to resolve customer inquiries

- Resolves issues with customers directly; liaison between manufacturing, engineering and customer

- Follows customer orders to completion to ensure on-time delivery

- Scans and properly files orders received

- Performs data entry of customer orders, maintaining associated customer records

- To provide exceptional customer service

- Other duties as assigned by supervisor


- Professional customer interactions

- Customer satisfaction

Health & Safety : Key Responsibilities & Requirements:

- Able to work in a manner that ensures the safety of themselves and others

- Able to demonstrate compliance to company safety procedures and legal obligations

- Recognise and report and resolve hazards identified

- Confidence and ability to intervene on practices deemed to be unsafe

- Engage and promote a zero harm culture

- Be aware of physical limitations based upon job requirements

Job Knowledge / Education and Qualifications

Education and/or Experience:

High school diploma or GED with one year experience in inside sales or customer service account management, as well as data entry skills.

Language Skills: 

Ability to read prints and drawings. Excellent verbal and communication skills. Ability to effectively communicate with internal and external customers to help solve issues, as well as provide pertinent product information regarding the ordering process. Must be able to effectively present information and respond to questions from managers and customers.

Mathematical Skills: 

Basic mathematical skills including addition, subtraction, multiplication and division. Ability to calculate percentages and lead times of product and parts availability.

Reasoning Ability: 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should be able to effectively demonstrate use of Microsoft Office Suite and Lotus Notes. Position requires use of order processing systems.

Other Qualifications: 

Exceptional interpersonal skills are critical. Self-starter, able to work with cross-functional teams. Strong time management skills that require little supervision. Ability to work under deadlines and focus on multiple projects with minimal supervision. Ability to prioritize workload to meet changing business needs. Individual should have the ability to adapt and work effectively with a variety of situations and personalities. Must be able to maintain integrity, confidentiality and professional maturity.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually quiet. Personal protective equipment is required in certain areas of the facility.

Core Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Interpersonal Skills  - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

Teamwork  - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Motivation  - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.

Safety and Security  - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Attendance/Punctuality  - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Dependability  - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

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