Reporting to: National Service Delivery Manager
Reference: R9932
Location: Brydekirk, Bury St Edmunds, Carmarthen, Exeter, Newcastle-Under-Lyme, Penrith, Portbury or Selby
Your role
The Customer Service Representative delivers a responsive, professional and reliable service to customers and Account Managers across the order-to-cash process. Acting as a key point of contact, you’ll manage customer enquiries, resolve issues and support the smooth administration of customer accounts.
The successful candidate will be customer-focused, organised and proactive, taking ownership of their work, building positive relationships and working collaboratively with colleagues to deliver an excellent customer experience.
Your Responsibilities
Customer Service
- Deliver a professional, responsive and customer-focused service to customers and Account Managers.
- Take ownership of enquiries and issues, ensuring they are resolved accurately and within agreed timescales.
- Customer Administration
- Maintain accurate customer records and process customer administration, pricing updates, contracts and related documentation in line with company procedures.
- Support the effective resolution of invoice queries, credit notes and customer account issues.
- Collaboration & Problem Solving
- Work closely with colleagues across Sales, Finance, Operations, Quality and Technical teams to resolve issues and provide a seamless customer experience.
- Communicate openly and build positive working relationships with customers and colleagues.
Performance & Development
- Manage workload effectively, maintaining high standards of accuracy, quality and professionalism.
- Embrace opportunities to learn, adapt and improve ways of working to support excellent customer service and business performance.
Essential
Knowledge, Skills & Experience
- Previous experience in a customer service, customer support or administrative role.
- Strong communication skills with the ability to build positive relationships with customers and colleagues.
- A customer-focused approach with a commitment to providing excellent service.
- Ability to take ownership of tasks and see them through to completion.
- Good problem-solving skills and the ability to identify practical solutions.
- Strong organisational skills with the ability to manage multiple priorities effectively.
- High levels of accuracy and attention to detail.
- Competent IT skills, including Microsoft Office and experience of using business systems.
- Ability to work both independently and collaboratively as part of a team.
- A positive and adaptable approach to change, learning and new ways of working.
Desirable
- Experience within the agricultural, manufacturing or FMCG sectors.
- Experience of managing customer accounts, contracts or pricing administration.
- Knowledge of SAP, C4C, SIS or similar business systems.
- Experience handling customer complaints, invoice queries or credit note processes.
We value diversity in our workplace and welcome enquiries from everyone.
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