Customer Service Representative

Smirthwaite supply seating, standing, and postural care equipment to support disabled children to live more independently. Our customers include occupational therapists, physiotherapists, local authorities, distributors, schools, care facilities, and families directly.

As a Customer Service Representative, you’ll be a key point of contact for customers navigating what can be a complex and sometimes emotionally significant purchase — often for a child or family member with high support needs. You’ll process orders and enquiries with accuracy and care, while providing the kind of clear, patient communication this sector requires.

Key responsibilities

Order & enquiry management

• Process customer orders, quotes, and enquiries accurately and efficiently via phone and email.
• Track orders through to delivery, proactively updating customers on lead times, backorders, or delays
• Liaise with other key departments both within Smirthwaite and the wider Group to support service & installation queries, appointments and updates.
• Liaise with clinical assessors, therapists, and funding providers to confirm order specifications and progress
• Help to coordinate custom/made-to-measure equipment orders with the production or technical team, ensuring specifications are correctly captured
• Respond to product, warranty, servicing, and repair enquiries with accurate information
• Support customers and families who may be unfamiliar with funding processes, product ranges, or equipment terminology — communicating with patience and empathy
• Escalate clinical or technical queries appropriately to Clinical Specialists or Product Specialists
• Handle complaints and service issues professionally, aiming for first-contact resolution wherever possible

Administration & coordination

• Maintain accurate customer and order records in the CRM/ERP system
• Process credit notes, returns, and repair bookings in line with company policy
• Support the sales and clinical teams with administrative tasks related to trials, loans, quotations and demonstration equipment
• Coordinate with production/warehouse/logistics on delivery scheduling

Relationship building

• Build strong working relationships with both internal and external customers
• Identify opportunities to flag upsell, servicing, or replacement needs to the sales team
• Represent the company’s values professionally in every customer interaction

What we’re looking for

• Previous experience in a customer service, order processing, or administrative role
• Excellent verbal and written communication skills, with the ability to explain information clearly to a range of audiences
• Strong attention to detail, particularly with orders involving custom specifications
• Confidence using CRM/ERP systems and general MS Office/Google Workspace tools
• Genuine empathy and patience — this role involves supporting families and individuals who may be dealing with significant life circumstances
• Ability to manage a high volume of enquiries while maintaining accuracy and a calm, professional manner
• Experience in healthcare, medical devices, disability services, or a related sector
• Familiarity with funding/procurement processes for disability equipment
• Basic understanding of postural care and assistive technology products
• Experience working with clinicians (OTs, physiotherapists) or care providers

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