Customer Service Representative

Role Overview

The Customer Services Representative is responsible for the end-to-end management of orders for both Domestic and Export Sales. This role acts as a key liaison between customers, internal departments, and external partners to ensure timely, accurate, and efficient service. The representative supports all aspects of customer interaction, maintaining a high level of customer satisfaction and service quality.

• Receive and process customer orders (via email and customer database) following the same-day response procedure, ensuring timely issuance of formal order acknowledgements.

• Handle inbound enquiries received via email, phone, and online platforms. Direct queries to the appropriate department as required.

• Liaise with the Accounts Department to review customer account status, especially when an account is placed on hold during order entry.

• Work closely with the Despatch Department, providing all necessary details and documents to ensure accurate and timely shipment of orders.
• Actively participate in departmental meetings and contribute to team objectives.
• Log customer complaints, collaborate with relevant departments to investigate issues, and process credit documentation promptly.

• Carry out any additional tasks that support the wider customer service activities of the company.

• Use the appropriate tools, systems, and procedures to provide accurate, valid, and complete information to customers.

• Demonstrates a strong commitment to delivering excellent customer service.
• Able to communicate clearly and professionally with customers and colleagues at all levels.
• Ensures accuracy in all tasks, including order entry, documentation, and communication.
• Capable of handling multiple tasks while working effectively with other functions and departments.
• Works methodically, prioritises workloads effectively, and meets required deadlines.
• Proficiency in English is essential. French is beneficial.
• Works well as part of a team while also being self‑motivated and able to work independently when required.
• Remains calm and effective when working against tight shipping deadlines.
• Experience with sales order entry databases (e.g., Oracle, Salesforce) is advantageous but not essential—full training will be provided.
• Confident in using Microsoft and Windows applications including Word, Excel, Outlook, and Teams.
• Knowledge of quality systems such as ISO 9001 is advantageous.