BACKGROUND TO DGP INTELSIUS
DGP Intelsius specialises in the design, manufacture and supply of temperature-controlled packaging and regulatory-compliant sample transport solutions.
Our goal is to be recognised as a global leader, providing high quality environmentally safe, temperature-controlled and sample transport solutions to clients worldwide. On a day-to-day basis, our purpose is simple: To assure our customers’ product and sample integrity, with minimal impact on the environment.
MAIN PURPOSE OF ROLE:
To deliver an outstanding customer experience by acting as the primary point of contact for our customers, building strong relationships, managing enquiries and orders through to successful delivery, and ensuring customers receive proactive communication and support at every stage of their journey. Working closely with Sales, Planning and Logistics, you will take ownership of bespoke customer requirements, proactively communicate updates, resolve issues and ensure customers receive a responsive, professional service.
RESPONSIBILITIES/ACCOUNTABILITIES:
1. Act as the first point of contact for customer enquiries, orders and requests via telephone and email.
2. Build strong relationships with customers by understanding their business, requirements and priorities.
3. Take ownership of customer enquiries and issues, coordinating with internal teams to deliver timely resolutions and an excellent customer experience.
4. Liaise with Planning, Logistics and Sales to ensure orders are delivered on time and in full.
5. Support customers with quotations, account set-up, documentation and general account enquiries.
6. Identify opportunities to recommend appropriate products and solutions that add value to customers.
7. Maintain accurate customer records and complete order processing within company systems.
8. Identify opportunities to improve processes and enhance the customer experience.
9. Provide support and cover for colleagues as required.
ESSENTIAL SKILLS, KNOWLEDGE & EXPERIENCE
- Previous experience in a customer service or customer support role, ideally within a B2B environment.
- Passion for delivering exceptional customer service and building lasting customer relationships.
- Excellent verbal and written communication skills.
- Strong organisational skills with excellent attention to detail.
- Ability to prioritise workloads and manage multiple customer requests in a fast-paced environment.
- Proactive problem-solving skills and the ability to take ownership of customer issues through to resolution.
- Commercial awareness and the ability to understand customer needs.
- Strong IT skills, including Microsoft Office or ERP systems
PREFERRED SKILLS, KNOWLEDGE & EXPERIENCE
- Familiarity with SAGE 50 or other ERP / order processing software
- Experience within a manufacturing or distribution environment
- Experience contributing to customer service KPIs, including response times, customer satisfaction and on-time delivery.
- Continuous improvement mindset with the confidence to suggest new ideas and better ways of working.
- Be able to work on own initiative
- Contribute to achieving departmental customer service KPIs including response times, customer satisfaction and on-time order fulfilment.
WORKING HOURS
- 09:00 – 17:30, Monday to Friday
- Some flexibility in total hours or working pattern may be available depending upon individual circumstances & business needs.
Applications should be made to Jordan Tyson, Customer Services & Logistics Supervisor, by close of business on 21st August 2026.
This job description describes the principal purpose and main elements of the job. It is a guide to the nature of the main duties as they currently exist but is not intended as a wholly comprehensive or permanent schedule of tasks.
Pay: £27,000.00-£30,000.00 per year
Benefits:
- Free parking
- On-site parking
Ability to commute/relocate:
- York YO41 4EA: reliably commute or plan to relocate before starting work (required)
Language:
Work Location: In person
