Are you ready to take your customer service skills to the next level? Join us as a Customer Service Representative, where you’ll play a key role in delivering outstanding experiences that leave our customers feeling valued and supported. Reporting directly to the Customer Service Manager, this position offers the chance to thrive in a fast-paced, results-oriented environment where your problem-solving, communication, and teamwork skills will make a real difference. If you’re looking to advance your career, make an impact, and join a team that values dedication and excellence, review the job description below. We’d love to hear from you!
Salary & benefits
Up to £26,000 DOE
Salary sacrifice
Employee Assistance Programs
Career progression within a global business
Christmas shutdown
25 days holiday + Bank holidays
Tasks and Responsibilities
- Respond to customer inquiries, requests, and complaints via phone and email with professionalism and accuracy.
- Process customer orders efficiently and ensure that order status is communicated effectively to customers throughout the process.
- Use SAP to input customer orders, track progress, and record any related comments or complaints.
- Collaborate with the Customer Service Manager to escalate unresolved issues or those requiring higher-level support.
- Liaise with internal teams including Supply Chain, Sales, and Production to ensure timely and accurate fulfillment of customer orders.
- Update and maintain accurate customer records in the company’s database.
- Assist in analyzing customer service metrics and help in implementing improvements to enhance service quality.
- Coordinate with logistics teams to ensure smooth delivery and address any shipping issues.
- Follow up with customers to confirm resolution of their inquiries and issues.
- Provide customers with detailed information on product availability, order status, and company policies.
- Participate in ongoing training to stay informed of product updates, services, and customer service best practices.
- Participate and be responsible for agreed actions in yearly improvement plan within the customer service/supply chain team
Experience
- Minimum of 2 years’ experience in a customer service role, with proven ability to handle inquiries, complaints, and order processing.
- Experience working with SAP or other order management systems.
- Previous experience in a manufacturing or supply chain environment is desirable but not required.
- A high school diploma or equivalent is required; an associate’s or bachelor’s degree is desirable.
Competencies
- Proficient in Microsoft Word, Excel, and SAP.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and ability to troubleshoot customer issues effectively.
- Ability to prioritize and manage multiple customer requests simultaneously.
- High attention to detail in managing orders and documentation.
- Strong customer focus with the ability to build and maintain relationships.
- Ability to work independently and as part of a team.
Behavioral Characteristics
- Flexibility in handling customer requests and last-minute changes.
- Strong sense of integrity and accountability in managing customer information and orders.
- Detail-oriented and diligent in all aspects of customer interactions and order management.
- Goal-oriented with a focus on customer satisfaction.
- Excellent cooperation with internal teams to resolve issues and ensure timely service delivery.
- Initiative in identifying opportunities to improve the customer service process.