Senior Customer Service Advisor

Location: Droitwich

Senior Customer Service Advisor

Full-Time | Office-Based | Permanent

Droitwich, Worcestershire (WR9)

£30,000 – £36,000 per annum + annual company bonus

09:00am – 17:00pm Mon – Fri (Flexibility available for the right candidate)
Driving licence & Car:
Essential

Annual company performance bonus, typically around £5,000 – £6,000 per annum.

Pension: 4% employee contribution + 8% employer contribution.

Holidays: 20 days' annual leave + bank holidays. An additional 1 day of holiday per year of service, up to 5 years. After 5 years' service, an additional 1 day for every further 5 years of service.

Are you an experienced Customer Service professional looking for a role where you can take real ownership, develop your career and become a key part of an established international business?

We are working with a highly successful engineering business based in Droitwich (WR9) who are looking to appoint a Senior Customer Service Advisor to join their team.

This is an excellent opportunity for someone who is career-driven, highly organised and confident working independently. As most of the wider team are regularly out of the office during the day, you will take sole responsibility for manning the office, making this a role where you will have genuine autonomy and ownership.

You will work with customers across the world, supporting the sales and manufacturing teams across the UK and internationally.

Experience with in an engineering, manufacturing or building materials environment would be highly advantageous, as would knowledge of international logistics, import/export procedures and Incoterms.

The Role

As Senior Customer Service Advisor, you will act as a key link between customers, sales and manufacturing, ensuring orders are processed efficiently and customers receive an excellent level of service.

Your responsibilities will include:

Answering incoming telephone calls and dealing with customer enquiries professionally.
Managing customer orders from initial enquiry through to delivery.
Processing and handling orders and coordinating shipments across the UK and Northern Ireland.
Preparing quotations for customers.
Dealing confidently with customer complaints and resolving issues where required.
Supporting local sales representatives and maintaining strong communication with the regional salesforce.
Liaising with manufacturing centres across EMEA, America and China.
Coordinating the sourcing of products within the wider global organisation.
Supporting global logistics and delivery requirements.
Occasionally assisting with deliveries and general office coordination.
Supporting credit collection activities within a multinational environment.
Ensuring accurate and precise administration across all customer and order information.
Working closely with colleagues across sales, customer service, logistics and manufacturing.
Building strong, long-term relationships with customers around the world.
About You

We are looking for someone who is confident, commercially aware and able to work independently. You will need to be comfortable taking responsibility for the office and making decisions without having colleagues immediately available to support you.

You will ideally have:

2+ years' experience working with an ERP system.
Good understanding and experience of using a CRM system.
Strong knowledge of Microsoft Office, particularly Excel.

Experience with in customer service, sales administration, order processing or a similar environment.
Excellent written and spoken English.
Strong geographical knowledge.
Knowledge of import/export procedures.
A precise and methodical approach to your work.
Excellent attention to detail.
The ability to manage complaints professionally and empathetically.
Strong communication and interpersonal skills.
The ability to work effectively as part of a team while being equally comfortable working independently.
A proactive and career-driven attitude.
The following would be advantageous:

Previous experience within an engineering, manufacturing or building materials such as experience working for a builders merchant.
Import/export and international shipping experience.
Additional language skills.
Experience working with customers…