Customer Success & Order Specialist

• Manage Customer Orders & Enquiries:
Accurately process customer orders, quotations, product sourcing requests and enquiries within agreed SLAs, ensuring timely and compliant delivery of products and services.

• Deliver Outstanding Customer Service:
Act as the primary point of contact for customers via phone, email and other channels, resolving queries efficiently, providing first-time resolution where possible, and maintaining high levels of customer satisfaction.

• Build & Maintain Customer Relationships:
Develop strong, long-term relationships with customers through proactive communication, professional service, and a solutions-focused approach to support retention and growth opportunities.

• Ensure Compliance & Quality Standards:
Adhere to all regulatory, legislative and company SOPs, accurately manage customer data, and appropriately document and escalate complaints, non-conformances, and quality-related issues.

• Collaborate Across Teams:
Work closely with internal stakeholders to ensure customer accounts are set up and managed effectively, supporting seamless service delivery and meeting customer requirements.

• Drive Continuous Improvement:
Identify process improvement opportunities, share customer feedback, contribute ideas to enhance the customer experience, and support the adoption of best practices across the team.

• Maintain Product & Systems Expertise:
Develop strong knowledge of company products, systems, processes and digital platforms, complete required training, achieve departmental KPIs, and support onboarding and knowledge sharing with colleagues.

Requirements

• Fluent Language ability (both written and verbal) for assigned region(s). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
• Educated to a minimum of GCSE and or equivalent regional qualification
• Demonstrable experience of working in a Customer service environment
• Excellent communication skills with a customer centric focus
• Ability to multitask with ensuring great organisational skills
• Adaptable and dynamic approach to ensure the role mimics developing industry trends and technological developments
• Good working knowledge of all Microsoft Office packages. Oracle system and digital experience a distinct advantage
• Potential experience in a Customs environment.

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Hard Skills

• Customer Order Management
• Quotation Processing
• Product Sourcing
• Data Management
• Regulatory Compliance

Soft Skills

• Organizational Skills
• Adaptability
• Problem-Solving
• Relationship Building
• Multitasking

Certifications & Qualifications

• GCSE or Equivalent Qualification