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Customer Service Representative
Purpose of the Role
The Customer Service Representative is responsible for delivering an exceptional customer experience by managing incoming enquiries, processing orders, monitoring stock availability, and providing timely updates on order status and delivery tracking. The role requires strong problem-solving abilities to resolve customer issues efficiently and professionally.
In addition, the Customer Service Representative acts as a technical product knowledge expert, supporting the wider Customer Service team through coaching, training, and the sharing of best practices to drive team performance and service excellence.
Key Responsibilities
Customer Support & Order Management
- Respond promptly to customer enquiries via telephone, email, and other communication channels.
- Process customer orders accurately and efficiently within established service level agreements.
- Provide information regarding stock availability, pricing, order status, delivery schedules, and shipment tracking.
- Recommend suitable alternative products or solutions when requested items are unavailable or subject to extended lead times.
- Ensure customer purchase orders are processed within agreed turnaround times and accurately entered into the ERP system (IFS).
- Proactively communicate with customers regarding order updates and potential issues that may impact delivery.
Technical Expertise
- Maintain a high level of technical and product knowledge to provide accurate advice and support to customers and colleagues.
- Act as a key point of contact for technical product queries within the Customer Service team.
- Stay informed of product developments, system updates, and industry changes relevant to the role.
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Team Support & Development
- Support the Customer Service team by sharing knowledge, best practices, and expertise.
- Provide coaching, training, and constructive performance feedback to team members where required.
- Contribute to team development initiatives and help foster a collaborative and high-performing culture.
- Assist in ensuring adequate team coverage to maintain service standards.
Process Improvement
- Identify process inefficiencies, bottlenecks, and customer service challenges and recommend improvements.
- Support the development and implementation of customer service procedures and best practices.
- Assist in developing team performance metrics and monitoring service levels to drive continuous improvement.
- Ensure compliance with company policies, procedures, and approval processes at all times.
Compliance & Safety
- Adhere to all company policies and procedures, including quality, compliance, and approval requirements.
- Follow all Health & Safety policies and procedures.
- Demonstrate flexibility and undertake additional reasonable duties as required by the business.
Skills, Knowledge & Experience
Essential
- Previous experience within a customer service role, ideally within a technical, manufacturing, or engineering environment.
- Strong verbal and written communication skills in English.
- Excellent customer relationship management and problem-solving abilities.
- Experience working within a fast-paced, team-oriented environment.
- Strong technical or mechanical aptitude.
- Proficient in Microsoft Office applications and ERP systems.
- Ability to manage multiple priorities while maintaining a high degree of accuracy and attention to detail.
- Strong organisational and administrative skills.
- Experience identifying process improvements and implementing effective solutions.
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Desirable
- Working knowledge of German.
- Experience developing or implementing customer service policies and procedures, including returns processes.
- Knowledge of performance metrics, process mapping, and continuous improvement methodologies.
Personal Attributes
- Customer-focused with a strong sense of urgency and accountability.
- Self-motivated and proactive with a positive, solutions-driven approach.
- Strong interpersonal and relationship-building skills.
- Effective coach and team player with the ability to support and develop colleagues.
- Adaptable and flexible, with the ability to thrive in a changing environment.
- Skilled at managing conflict, de-escalating issues, and achieving positive outcomes.
- High levels of integrity, professionalism, and attention to detail.
- Able to communicate technical information clearly and effectively to a range of audiences.
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