EPW2
Hours: Monday to Thursday 9.00 am until 5.00pm Friday 9.00 am until 4.30 pm.
Reports To: Customer Service Manager
Role Overview
We are looking for a highly organised and customer-focused Customer Service Administrator to join our busy customer service team. This role is ideal for someone who enjoys working in a fast-paced environment, has excellent telephone manner, and takes pride in delivering outstanding customer service. The successful candidate will be responsible for processing orders, handling customer enquiries, providing stock availability information and admin support for our external sales team and ensuring customers are kept informed of delivery schedules and ETAs.
Key Responsibilities
-
Accurately process customer orders in a timely manner.
-
Answer incoming telephone calls and emails professionally and efficiently.
-
Handle customer queries and resolve issues promptly, escalating where necessary.
-
Carry out stock checks and provide customers with up-to-date product availability information.
-
Communicate delivery schedules and estimated times of arrival (ETAs) to customers.
-
Liaise with internal departments including Sales, Warehouse, and Logistics to ensure smooth order fulfilment.
-
Maintain accurate customer records and update company systems as required.
-
Perform general administrative duties including filing, admin support for the external sales team, document management, and data entry.
-
Support colleagues and contribute positively as part of a small, busy customer service team.
-
Ensure a high level of customer satisfaction through excellent service and effective communication.
Skills and Experience Required
Essential
-
Previous experience in a customer service or administration role.
-
Excellent telephone manner and communication skills.
-
Strong organisational skills with the ability to prioritise workload effectively.
-
Good attention to detail and accuracy.
-
Competent in Microsoft Office applications, particularly Outlook, Word, and Excel.
-
Ability to work well under pressure in a fast-paced environment.
-
Positive, proactive, and team-oriented approach.
Desirable
-
Experience of order processing.
-
Experience within a manufacturing, distribution, or building products environment.
Personal Attributes
-
Friendly and professional.
-
Customer-focused with a problem-solving attitude.
-
Reliable and dependable.
-
Adaptable and willing to learn.
-
Able to work independently while contributing to team success.
What Success Looks Like
-
Customer enquiries are handled efficiently and professionally.
-
Orders are processed accurately and on time.
-
Customers receive clear and timely updates on stock availability and deliveries.
-
Administrative tasks are completed accurately and maintained effectively.
-
Positive contribution to the overall performance of the customer service team.
