The Weir Group PLC

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Sales Service and Customer Support Specialist
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More information about this job

Business Need / Purpose of Role

Under the supervision of the Aftermarket Manager, the Sales Service and Customer Support Specialist Coordinator performs a variety of duties to support field service sales and order fulfillment. The Sales Service and Customer Support Specialist Coordinator is responsible for direct interface with the customer for the formulation of quotes, conversion of orders and the successful processing of the order. The Sales Service and Customer Support Specialist Coordinator is responsible for providing support services on a rush basis to support emerging field equipment issues and special MRO sales activities. They will administer the customer order by communicating the contract requirements and delivery requirements via the order write up as well as proper interface with key company departments and/or individuals.

Objectives & Measurement - Key Responsibilities

Including but not limited to:

  • The Sales Service and Customer Support Specialist Coordinator is a key interface person between external customers and internal personnel.
  • Generates sales quotations for parts and MRO equipment projects and upgrades making business decisions based on Company policies.
  • Reviews customer specifications to assure pricing and ability to meet specification has been accounted for in the quoting process.
  • Interfaces with our vendors as required to establish pricing and availability for quotations.  
  • Upon receipt of a purchase order, the Sales Service and Customer Support Specialist Coordinator reviews documentation, customer specifications, purchase order, quotations, and other related documentation to ensure it is reconciled to the original quote (intent) and is contractually what WVC can accept.
  • Prepares the sales order write up including sufficient data to advise internal departments of their responsibilities for processing the order.
  • Acknowledges the purchase order and advises the customer they are the contact for verbal and written communication.  Any clarifications or exceptions will be clearly addressed in this acknowledgement.
  • Monitors the orders progress through the Company, following the submittal and approval of documents to meet the contract requirements.
  • Attends meetings and expedites work with internal departments as necessary to meet contract target dates.
  • Reviews customer’s change orders to ensure WVC can accommodate changes and confirms they do not violate the agreed upon terms and conditions.  The Sales Service and Customer Support Specialist Coordinator notifies internal departments of changes which will affect them. The Sales Service and Customer Support Specialist Coordinator negotiates any charges for scope changes in concurrence with sales.
  • Works with accounting with invoicing, back charging, etc. to assure processing of payment in a timely manner.
  • Responsible for initiating customer complaints and input of warranty information into warranty system.
  • Responsible for processing of warranty orders including order write up, coordination of outside services, replacement parts & engineering support.
  • Monitoring to assure warranty orders are maintained within budget.
  • Coordinates with the Field Service Manager to ensure that parts are on site to support Field Service Personnel in a timely manner.
  • Keeps customers, manager and internal departments apprised of order status advising any changes to the schedule.
  • Keeps Manager appraised of problems and bottlenecks which could impact customer promised dates.
  • Special duties as required.
  • Completes special projects as required.
  • Complies with all Company policies including environmental, health and safety programs. Writes and processes quotes assuring correctness of quotation.  This includes being responsible for correctly identifying the parts, substantiate profit margin, reassure both terms and conditions and delivery times meet corporate requirements as well as internal WVC requirements.


Job Knowledge / Education and Qualifications

Education and/or Experience:  

  • Bachelor’s Degree or higher in business, computers or related field preferred
  • 1-2 years‘ experience in sales support and customer service
  • Experience with billing
  • Experience in work order flow

Reasoning Ability:

  • Strong interpersonal and communication skills
  • Able to present information orally and in written format professionally
  • Must be able to work in a time critical environment

Computer Skills:

  • Microsoft Excel and Word proficiency is critical 

Work Environment:

  • Works in an office at our Ipswich manufacturing facility.
  • Works alone or in a team setting successfully

Core Competencies

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.


Judgement – Displays willingness to make decisions; exhibits sound and accurate judgement; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.


Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.


Quantity – Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.


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


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.