CMT Group
Customer Service & Operations Administrator
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Job Description / Summary
We're looking for a Customer Service & Operations Administrator to join our team in Dartford. You'll be the person customers and colleagues trust to take ownership of any order query or issue and see it through to resolution — turning problems into opportunities to build stronger client relationships. Alongside customer service, you'll support the Warehouse Operations team in managing the order book through goods-in and despatch.
Key Responsibilities
- Handle incoming calls and customer service emails, logging and resolving queries and non-conformances quickly and professionally
- Manage customer service tickets to resolution — arranging replacements, credits, returns, and liaising with warehouse and transport teams on mis-picks, delivery errors and delays
- Build strong customer relationships through familiarity with their accounts and proactive follow-up
- Manage the order book and orders awaiting despatch to ensure promised delivery dates are met
- Keep customers informed on delivery dates, offer alternative products when items are out of stock, and assist with transport/VIP options
- Chase suppliers and direct/drop-ship orders to ensure on-time-in-full delivery
- Support goods-in with booking in deliveries and maintain accurate customer records
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Requirements (essential)
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- Proven experience in a similar Sales Administration, Sales Support or Customer Services role
- Hands-on experience with CRM software and MS Office (especially Excel)
- Excellent organisational, multitasking and time-management skills
- Strong attention to detail and accuracy
- Excellent written and verbal communication skills
- Ability to work to deadlines in a fast-paced environment, both independently and as part of a team
Desirable
- Knowledge of OrderWise (full training provided)
- Order-picking experience (training provided)
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