The Business Support Specialist is responsible for providing outstanding customer service while supporting the wider sales and operational teams. Acting as a key point of contact for customers, you will manage enquiries, process orders, resolve issues, coordinate deliveries and returns, and ensure every customer receives a professional and efficient service.
You will work closely with Sales, Operations, Manufacturing, Transport and Purchasing to ensure customers are kept informed and that any issues are resolved quickly and effectively.
Key Responsibilities
Customer Service
- Deliver exceptional customer service across telephone, email and online enquiries.
- Build strong relationships with customers through regular communication.
- Handle customer queries professionally, providing timely and accurate information.
- Manage customer complaints from initial enquiry through to resolution.
- Liaise with internal departments to ensure customer issues are resolved quickly.
- Keep customers updated throughout the order lifecycle, providing proactive communication regarding delays or changes.
- Ensure every customer interaction reflects HERMEQ's high standards of service.
Order Management
- Coordinate with Production, Transport and Purchasing to ensure orders are fulfilled on time.
- Monitor customer orders through to delivery.
- Manage returns, credits and replacement orders where required.
- Raise and process return requests in line with company procedures.
- Assist with delivery scheduling and customer collection requests.
Sales & Business Support
Customer Account Management
- Work closely with customers to understand their requirements and provide suitable solutions.
- Support key accounts by ensuring excellent service levels are maintained.
Internal Communication
- Act as the link between Sales, Transport, Manufacturing, Warehouse and Purchasing.
- Ensure all departments have accurate customer information.
- Communicate delivery updates, stock issues and production delays.
- Escalate urgent customer issues where appropriate.
Administration
- Ensure company systems remain up to date.
- Support continuous improvement initiatives across the department.
Key Skills & Experience
Essential
- Previous experience within Customer Service, Business Support or Internal Sales.
- Excellent communication skills, both written and verbal.
- Strong organisational and time management skills.
- Ability to multitask in a fast-paced environment.
- Excellent attention to detail.
- Confident using Microsoft Office, particularly Excel and Outlook.
- Strong problem-solving skills with the ability to remain calm under pressure.
- Professional and positive attitude.
- Ability to work effectively as part of a team.
Hours of Work - Monday to Friday 8am until 5pm
Pay: Up to £30,000.00 per year
Work Location: In person
