Customer Service Advisor

Role Overview

An exciting opportunity has arisen for a customer-focused, action-orientated Customer Service Advisor to join our team and play a key role in delivering a best-in-class service by supporting customers throughout the order and enquiry process. The role ensures accuracy in order management, clear and proactive communication, and contributes to continuous improvements that enhance efficiency and customer experience.

Key Responsibilities

• Process local and international orders, returns, and credits accurately and within agreed timescales.
• Communicate proactively with customers, field staff, and colleagues by phone, email, and face-to-face in a professional, helpful manner.
• Provide clear, timely updates throughout the order journey to avoid delays and ensure customer satisfaction.
• Capture, analyse, and report on customer feedback, complaints, and other service data as required.
• Maintain and update customer contract pricing in the ERP system.
• Keep SOPs and process documentation current; support cross-training to strengthen team capability.
• Contribute to management information (MI) reporting with accurate data and insights.
• Actively support colleagues by sharing knowledge, covering tasks when required, and contributing to team goals.
• Identify and support continuous improvement initiatives in processes and systems.