Surtio
Customer Service Representative
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Customer Service Representative
Job Code: SUR524
Location: Telford
Salary: £26,500
Employment Type: Full-time
Posted Date: 04/03/2026
Job Description
A growing furniture manufacturing and distribution company is strengthening its customer experience function to support continued growth in the UK & Ireland market. This expansion aims to enhance support for larger dealers, facilitate project growth, and improve overall operational performance. The Customer Service Representative role is central to the company's operations, acting as the primary link between dealers and the manufacturing teams. This position is vital for ensuring smooth order processing, proactive communication with dealers, and seamless coordination with Dutch manufacturing facilities. It goes beyond transactional duties, playing a crucial role in significantly enhancing the overall customer experience.
Key responsibilities encompass comprehensive order management, from accurate processing and quote creation to monitoring progress and ensuring timely acknowledgements. The role also involves acting as the first point of contact for UK & Ireland dealers, providing clear updates, managing expectations, and escalating issues. Further duties include coordinating UK logistics and deliveries, liaising with production planning, managing warranty claims and product issues, and actively collaborating with internal teams on priority projects and continuous improvement initiatives.
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The ideal candidate will possess experience in customer service or order management, preferably within a B2B environment, and be proficient in using ERP systems such as Sage or SAP. Strong organisational skills, attention to detail, and confident communication abilities are essential. Candidates should demonstrate commercial awareness, a proactive problem-solving mindset, and the ability to remain calm under pressure. A team-oriented approach, professional demeanor, and comfort working in a cross-border environment (UK–NL) are also highly valued.
Requirements
- Process dealer orders accurately and efficiently
- Creating customer quotes in excel and checking pricing accuracy
- Ensure order acknowledgements are issued promptly
- Monitor order progress from entry to delivery
- Act as first point of contact for UK & Ireland dealers
- Provide clear updates on lead times, deliveries, and queries
- Manage expectations proactively, especially on larger projects
- Escalate issues appropriately and early
- Coordinate UK deliveries (in-house, FedEx, third-party)
- Liaise with NL production planning on shipment timing
- Support resolution of delivery discrepancies
- Manage warranty claims and product issues
- Coordinate with NL quality team for resolution
- Track and report recurring issues
- Protect margin through structured claims handling
- Work closely with Sales and MD on priority projects
- Support reporting on order book, delivery performance, and claims
- Contribute to continuous improvement initiatives
- Flexibility to support other office functions when needed
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Experience
- Experience in customer service or order management (B2B preferred)
- Experience of using an ERP system (Sage / SAP / similar)
- Strong organisational skills
- Attention to detail
- Confident communicator (email & phone)
- Commercial awareness
- Problem-solving mindset
- Calm under pressure
- Proactive and accountable
- Team-oriented
- Professional and dealer-facing
- Comfortable working cross-border (UK–NL)
Benefits
- 22 days holiday + bank holidays
- Company pension
Company
A growing furniture manufacturing and distribution company
This position is being recruited for by Surtio, specialists in furniture industry recruitment.
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