Overview
Be the voice and backbone of our customer operation. You'll work at the heart of the UK business, partnering closely with the Sales team to deliver a seamless, responsive experience for every customer we serve.
Responsibilities and Accountabilities
Customer Services
- Act as the first point of contact for all customer enquiries and sales orders, setting the tone for every interaction
- Own the onboarding of new customers, ensuring a smooth and professional welcome to the business
- Keep customer records accurate, up to date, and easy to navigate
- Take full ownership of complaints, driving fast and effective resolution every time
Sales Order Management
- Stay on top of the sales inbox and all incoming order channels via telephone, website, and various portals
- Process daily UK and export sales orders in Oracle with speed and precision
- Manage export orders end to end, coordinating with customers and third-party couriers and ensuring all required export documentation is accurate and in order
- Proactively chase down unprocessed orders and backlogs, escalating where needed to keep things moving
- Handle credit card payments in line with CCH Policy
Machine Administration
- Provide cover for the Machine Manager when unavailable, handling incoming calls and logging enquiries accurately
- Ensure service and breakdown requests are captured promptly and passed on without delay
General Administration
- Maintain a clean, robust electronic filing system that keeps the business running smoothly
- Document processes clearly so nothing is lost and everything is repeatable
- Pitch in with ad hoc support for Sales and Marketing activity, from promotions and campaigns to whatever the business needs at the time
- Constantly look for ways to improve processes and drive those improvements forward
Please note that responsibilities may be added or varied to respond to the demands of the business.
Skills and Experience
- At least 3 years' experience in a customer service environment
- Hands-on knowledge of customer service, payment, and order processing systems
- A positive, resourceful approach — you find solutions, not problems
- Highly organised, methodical, and confident managing your own workload
- Strong MS Office skills
- Excellent written and verbal communication, with an assertive but tactful style
- A natural team player who builds good working relationships quickly
- Self-motivated and always looking to raise the bar on your own performance
Pay: £24,420.00-£25,000.00 per year
Benefits:
- Company pension
- Free parking
- Life insurance
- On-site parking
Work Location: In person
