Customer Service Administrator - Hybrid

Customer Service Administrator

St Mellons
Starting salary of £26,894, increasing to £28,064 after 6 month probation, to £29,233 at 12 months
Hybrid Working after training

Yolk Recruitment is supporting a leading manufacturing organisation with the recruitment of a Customer Service Administrator to join their established Customer Experience team in Cardiff.

This is an excellent opportunity for someone with experience across order processing, customer service, sales administration or coordination who enjoys taking ownership of customer requirements from initial order through to successful delivery.

You’ll be joining a growing organisation with an excellent reputation for developing and progressing its people, with this particular opportunity becoming available due to internal progression.

You’ll be responsible for accurately processing and coordinating customer orders while acting as a key point of contact for customers throughout the order journey.

• Acting as a key point of contact for customers, managing enquiries by telephone and email.
• Processing customer orders accurately and efficiently, ensuring all required information is captured correctly within internal systems.
• Reviewing orders against current stock availability, manufacturing requirements and lead times.
• Contacting customers to clarify missing or unclear information before orders are progressed.
• Managing customer expectations around product availability, pricing, lead times and potential delays.
• Coordinating and resolving bulk order requirements.
• Monitoring orders throughout the fulfilment process and providing customers with relevant updates.
• Liaising closely with Manufacturing, Dispatch and other internal departments to resolve order and delivery queries.
• Investigating customer concerns and complaints, taking ownership of queries where possible and escalating issues to the appropriate team when required.
• Supporting the resolution of delivery issues and communicating any manufacturing or stock-related delays to customers.
• Ensuring order information is thoroughly checked for accuracy and completeness before processing.
• Maintaining accurate customer, order and communication records across internal systems.
• Supporting general administration and wider Customer Service requirements as needed.

• Previous experience within Order Processing, Order Fulfilment, Sales Administration, Customer Service or a Coordination role.
• Demonstrable experience processing customer orders accurately within a busy environment.
• Strong customer service skills with confidence communicating professionally over the telephone and via email.
• Comfortable liaising across different internal departments to investigate enquiries and resolve customer issues.
• Excellent attention to detail, particularly when working with customer and order information.
• Strong organisation and time-management skills with the ability to manage multiple requirements simultaneously.
• Able to remain calm and professional when dealing with changing priorities, customer queries or delivery issues.
• Confident using Microsoft Office including Excel, Word and Outlook.
• Previous experience using SAP or another ERP/order-management system would be highly advantageous.
• A proactive approach with the confidence to use your own initiative and take ownership of customer requirements.

• Starting salary of £26,895, increasing to £28,064 after 6 month probation, increasing again to £29,233 at 12 months (The final salary will likely be higher than this as there will be a pay rise in January).
• Annual bonus of up to 10% of salary
• Hybrid working - 2 days from home per week following training
• 24 days annual leave + 8 bank holidays
• Christmas shutdown
• Flexible working hours - standard hours of 9am-5pm with flexibility around start and finish times
• Pension - 4% employee / 5% employer contribution
• Death in Service scheme
• Laptop provided
• Free on-site parking
• Modern working environment
• Company events
• Long Service Awards
• Excellent opportunities for career development and internal progression
• Permanent position within a successful and growing manufacturing organisation