Etex
Customer Service Advisor
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About Us
We are an international leader in sustainable construction, driven by a passion for excellence, but it's our people that are our top priority. We connect, collaborate, and champion the well-being of our employees, forming partnerships and pioneering change in our ever-evolving industry.
At Etex, we seek to make a meaningful impact on the lives of our customers and our communities. Are you looking for a company where you can learn, grow & lead? Join us as a Customer Services Advisor in Burton on Trent!
The Role
This is a full-time, office-based Customer Services Advisor role in Burton on Trent, working a weekly rotating shift pattern (Monday–Thursday 8am–4pm or 9am–5pm, with an early finish on Fridays). You will be the first point of contact for B2B customers, managing a high volume of orders and calls daily while working closely with internal teams to keep things running smoothly. You will be fully office-based for at least the first 5 months, then will have an option of working 2 days from home.
What You’ll Do
- Accurately process 10–30 customer orders per day, ensuring all data is entered correctly.
- Handle customer calls, spending around 75% of the day on the phone and managing approximately 40–50 inbound and outbound calls daily.
- Manage and update the open order book using SAP reports and Excel to ensure smooth order fulfilment.
- Work closely with teams such as accounts, supply chain and transport to resolve queries and keep customers updated.
- Prioritise your own workload effectively, adapting to changing demands throughout the day.
- Adjust to fluctuations in business volumes, with each day varying based on customer and operational needs.
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What You’ll Bring
- B2B customer service or order management experience.
- Experience in Microsoft applications, SAP, Create and analyse reports/data.
- Handling high-volume enquiries, complaints and escalations to KPI standards.
- Experience managing open orders and identifying fulfilment risks.
- Basic level of complaint handling.
- GCSE Maths and English Grade 5+.
- Manufacturing or construction background is desirable.
Why Join Us?
Our culture – we connect & care about those around us. We nurture teamwork, communities, partnerships and new ways of working, placing the highest importance on the safety and working environment of our people. Our ‘Road to Sustainability 2030’ is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions. We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination. Flexibility: For us, hybrid and flexible working is all about trust, and we want you to be able to do your best work (depending on the role).
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Etex is committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage of the application or selection process, please let us know and we will be happy to discuss how we can support you.
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