Customer Service Representative

At Thrislington Cubicles, we've been crafting the worlds best toilet cubicles from our UK-based factory since the 1960s. With over 50 years of experience, weve developed a reputation for delivering precision-engineered, hand-finished products that are custom-built for each individual space, like a Savile Row suit, made to measure and built to last. Many of our team members have been with us for decades, and their expertise drives the quality were known for.

We are proud to be part of Bobrick Washroom Equipment Inc, a global leader in commercial washroom solutions. As part of the Bobrick family, we combine the strength and stability of a global organisation with the craftsmanship and service of a proudly British manufacturer. Our products are tested rigorously before launch, allowing us to offer an industry-leading warranty and an outstanding after-sales service.

Unlike many in our sector, we dont just manufacture, we supply, install, and support projects worldwide to ensure every installation looks as good as it was designed. Summary The Customer Service Assistant will play an important role supporting the Logistics Department within the Deeside Division. Responsibilities include handling inquiries, processing orders, and maintaining accurate records, and assisting with administrative tasks that support daily operations.

The role involves collaboration with the logistics team to coordinate shipments and resolve issues. This individual must be a team player and work in a cooperative and supportive manner. This position reports to the Service and Logistics Manager. Customer Service Responsibilities:
Monitor email service requests from external customers, which include contractors, distributors, and site management. Using email and within the boundaries of company policy acknowledge receipt and answer where appropriate, reallocating, or escalating queries when required. Monitor email and MS Teams service requests from internal customers, which include cross functional division departments, UK and overseas based sales managers and management. Using email and MS Teams acknowledge receipt and answer where appropriate, reallocating, or escalating queries when required.

Receive and triage general enquiries, acknowledge receipt, and allocate to the appropriate department or person. Provide a daily shipping update to all customers with export orders in transit. Access and escalate complaints as required to the relevant department management. Manage projects start and coordinate with relevant functions, beginning at the specification phase and continuing through purchase order receipt, drafting coordination, manufacturing release, and final shipment;

ensuring continuity, alignment, and proactive oversight from pre-order engagement through project completion. Review and interpret CAD drawings to support customer discussions and identify risks, discrepancies, or missing information in drawings via phone calls or emails. Provide technical support and troubleshooting for field-related inquiries to resolve issues and guide customers through solutions. Maintain in-depth knowledge of company products to make informed technical and operational decisions;

advise clients and colleagues on product applications. Addresses complaints and requests from distributors and field teams, assess their needs, and process orders to fulfil those requirements accurately and efficiently. Engage in hands-on technical learning to stay current with product and system developments. Review and validate purchase orders against quotes, approved layouts, specifications, and contractual requirements to ensure entry into CSI is accurate for processing and invoicing.

Ensure scope alignment between architectural drawings, distributor expectations, and Thrislington product capabilities. Proactively manage project timelines including drafting approval cycles, revision control, material trigger points, production scheduling, and shipping milestones. Communicate any failed or at-risk ship dates to the C/S Manager. Maintain comprehensive project documentation within ERP/OMS systems to ensure traceability and audit integrity. Provide accurate and timely responses to inquiries related to pricing, specifications, lead times, installation expectations, and order status.

Proactively communicate production updates, potential delays, or scope concerns to ensure transparency to their manager and Operations team Handle escalated concerns with diplomacy, professionalism, and solution-oriented communication. Ensure all communications reinforce alignment between customer expectations and operational capabilities. Investigate customer complaints related to quality, delivery, documentation errors, or specification discrepancies and provide feedback to the relevant party for CCR entry.

Monitor revisions that may impact cost, material usage, or production timelines and update CSI based on revisions provided from CAD or Sales. Maintain comprehensive project documentation…