Customer Service Representative

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.