Customer Service Agent

Job Title: Customer Service Agent
Reports to: Customer Service Manager
Department: Customer Service
Location: Southampton

We are looking for a friendly, detail-oriented and proactive Customer Service Agent to support our customers and internal teams. This role is responsible for managing inbound and outbound communications, processing wholesale orders, handling general admin tasks, and ensuring a smooth and professional service experience across the group.

Customer Communication

• Handle inbound calls and emails from customers in a professional, timely manner.
• Make outbound calls and send proactive emails to update customers on order status, delivery timelines, or any changes.
• Build rapport with customers, resolve queries, and ensure a positive experience.

Order Processing

• Accurately process wholesale customer orders using internal systems.
• Coordinate with internal departments (e.g., operations, logistics, accounts) to ensure accurate fulfilment and customer updates.
• Monitor open orders and follow up as required to ensure timely delivery.

Administrative Support

• Handle ad hoc tasks as required to support the wider customer service or operations team.
• Maintain organised and accurate records of customer interactions and order history.

System Use

• Use internal CRM, ERP or order management systems to manage customer data and transactions.
• Ensure system accuracy with up-to-date contact details, notes, and order information.
• Generate reports or summaries as requested by management.

• Experience in a customer service, sales support, or admin role (B2B environment ideal).
• Excellent verbal and written communication skills.
• High attention to detail and strong organisational skills.
• Confident using business systems, Microsoft Office (especially Outlook, Excel, Word).
• A can-do attitude and willingness to support wherever needed.
• Experience in wholesale, FMCG, logistics, or supply chain environments.

Ready to join us?
If you’re looking for a role that offers challenge, growth, and the chance to shape the future of a fast-growing business, we’d love to hear from you.