Company Overview
The Cadet Direct Ltd group of companies is a well-established supplier specializing in military and police/security clothing, footwear, and equipment for various organisations and companies, including direct sales to the general public. Since 1999, the company has built a reputation for providing high-quality products and exceptional mail order services, including next-day delivery on in-stock items.
About the Role
Are you an experienced customer service professional who thrives on building long-term client relationships and managing key accounts end-to-end? We are seeking a proactive, detail-orientedCustomer Service & Account Management Adviser to join our team based in our Crowborough office.
In this dynamic, office-based role, you will be a central part of our friendly on-site team, acting as the primary point of contact for key customer accounts while handling inbound telephone calls, written email correspondence, and managing orders across multiple channels, company websites, and online marketplaces including Amazon and eBay. You’ll manage everything from handling complex product queries to accurately taking and processing sales orders.
Key Responsibilities
Customer Support & Order Entry
- Inbound Calls: Handle incoming phone queries efficiently, offering expert product advice, assisting with queries, and resolving problems.
- Email, Website & Marketplace Support: Manage the main customer service inbox, website inquiries, and channel messaging, responding with high accuracy, professionalism, and quick turnaround times.
- Order Processing: Accurately take, input, and double-check customer orders received via phone, email, websites, and online marketplaces using our internal system.
- Maintain up-to-date and complete records of all client interactions and order histories on our CRM system.
- Work closely with internal teams (purchasing, warehouse, and finance) to track orders, manage back-orders, and ensure timely dispatch.
Account & Marketplace Management
- Act as the dedicated contact for a portfolio of key client accounts, building rapport and understanding their business needs.
- Manage customer sales and inquiries across multiple channels, company websites, and online marketplaces, including Amazon and eBay.
- Proactively liaise with existing accounts to check on satisfaction, anticipate order cycles, and identify cross-selling or upselling opportunities.
- Resolve account discrepancies, website queries, marketplace feedback/messages, and escalations promptly to maintain high retention and satisfaction levels.
What We’re Looking For
- Proven Experience: Previous experience in a customer service, order entry, or account management environment will be beneficial.
- Multi-Channel & E-Commerce Knowledge: Experience managing Amazon, eBay seller platforms, e-commerce websites, or channel management software will be beneficial.
- Multi-Channel Communication: Excellent spoken English for professional telephone calls and flawless written communication for email, website, and marketplace correspondence.
- Accuracy & Attention to Detail: High standard of accuracy when taking orders and managing data entry under pressure across multiple platforms.
- Technical Skills: Familiarity with CRM systems and order processing software will be beneficial, along with good proficiency in MS Office (Outlook, Excel, Word).
- Problem-Solving Ability: A calm, resourceful attitude with strong resolution skills when handling client issues.
- Location & Commute: Ability to commute daily to our offices in Crowborough, East Sussex.
- Must hold valid Right to Work in the UK.
Pay: From £26,500.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking
- Transport links
Work Location: In person
