Customer Service Coordinator

Job Description

Customer Service RepresentativeGravesend | £30,000–£32,000 | Permanent | Office-based

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We are currently recruiting for an experienced Customer Service Representative to join a busy and fast-paced organisation based in Gravesend.

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This is a fantastic opportunity for someone who enjoys building strong customer relationships, taking ownership of queries and ensuring customers receive a consistently high level of service.

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The role is fully office-based, Monday to Friday, 8:30am–5:30pm, and would suit someone with around 2–3 years' experience in a demanding customer service environment who is confident managing multiple priorities and communicating with customers and internal teams.

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The Role

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As a Customer Service Representative, you will be a key point of contact for customers, overseeing orders and deliveries and making sure enquiries and issues are dealt with promptly and professionally.

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Your responsibilities will include:

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• Managing and overseeing customer deliveries from order through to completion.

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• Acting as the first point of contact for customer requests and enquiries.

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• Processing customer orders and checking order entry.

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• Keeping customers proactively updated on orders, deliveries and any issues.

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• Building strong, long-term relationships with customers and understanding their individual needs.

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• Carrying out regular courtesy calls with key customers and working closely with internal account managers.

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• Investigating and resolving customer complaints through to completion.

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• Taking ownership of customer issues and working with colleagues to deliver solutions.

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• Identifying opportunities to improve processes and customer service.

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• Communicating promotional offers and ensuring customers are aware of relevant products and opportunities.

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• Proactively contacting customers where their ordering patterns have changed or where they have not ordered within their usual timeframe.

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We're looking for someone who is:

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• Experienced in a demanding customer service environment, ideally with 2–3 years' experience.

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• A confident and professional communicator with excellent relationship-building skills.

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• Customer-focused and able to take ownership of issues from start to finish.

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• Proactive, organised and process-driven.

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• Comfortable working in a fast-changing and dynamic environment.

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• Confident handling difficult conversations and delivering challenging messages positively.

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• A strong active listener who can understand and respond to customer needs.

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• Confident using Microsoft Office, particularly Excel at an intermediate/advanced level.

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• Fluent in written and spoken English.

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Desirable Experience

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• Experience using SAP and/or Salesforce.

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• Experience handling customer complaints through to resolution.

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• Experience working within an international business.

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• Additional languages, particularly French, Spanish or Portuguese.

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What's on Offer?

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• £30,000–£32,000 salary

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• Permanent, full-time position

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• Monday–Friday, 8:30am–5:30pm

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• Fully office-based in Gravesend

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• 25 days' annual leave plus bank holidays

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• Contributory pension scheme

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• Life assurance

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• Employee wellbeing/benefits scheme

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• Free parking

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• Opportunity to join an established and fast-paced organisation with development and progression opportunities

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