Customer Care Representative

Manpower UK Ltd; Ashford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A recruitment agency in the UK is seeking Customer Care Representatives for a 12-18 month maternity cover contract in Ashford. The role involves acting as a central link between customers and operations, building strong customer relationships, and managing order fulfilment. Required qualifications include a high school diploma, with a preference for an associate or university degree, alongside 2-3 years of customer-facing experience and English proficiency plus additional languages. Strong communication and problem-solving skills are essential.

Qualifications

• 2–3 years industry experience, including customer‑facing roles.
• English + additional language(s) as needed.

Responsibilities

• Act as the central link between customers and operations.
• Build strong customer relationships and manage expectations.
• Handle order changes, issue resolution, and customer complaints.

Skills

Customer oriented

Action oriented

Autonomous

Time management

Priority setting

Problem solving

Conflict management

Collaboration

Strong communication skills

SAP and related processes

Microsoft Office proficiency

S&OP / basic project management understanding

Knowledge of fragrance market (preferred)

Knowledge of Incoterms & shipping terminology

Flexibility and teamwork

Lean / Six Sigma (White / Yellow Belt)

Education

High School / Secondary Education

Associate or University Degree

Job description

Manpower are recruiting for 2 Customer Care Representatives. These roles will be a contract Maternity cover for a client based in Ashford. 12 - 18 months contract.

Overall Mission

Act as the central link between customers, operations, sales, and GBS to ensure customer requirements are fulfilled efficiently and cost-effectively. Build strong customer relationships, represent the Voice of the Customer, and manage the complete order‑to‑shipment process for assigned accounts.

Main Responsibilities

• Strategy Design & Execution
  • Execute Customer Care strategy aligned with global guidelines.
  • Monitor KPIs and take corrective actions where needed.
• Project Management
  • Identify and support continuous‑improvement opportunities.
  • Participate in internal projects relevant to Customer Care.

Subject Matter Expertise

• Support assigned customers and affiliates to fulfill order requirements; escalate issues when required.
• Collaborate with Customer Care team to provide superior service.
• Maintain clear communication with customers, operations, sales, and GBS.
• Manage order changes, issue resolution, and customer complaints.
• Manage the full order‑to‑invoice cycle.
• Handle blocked or prioritised orders and customer returns.
• Build strong customer relationships and manage expectations.
• Analyse demand and forecasts; coordinate with planning on inventory needs.
• Participate in demand planning meetings.
• Maintain accurate customer records.
• Provide backup support for colleagues' accounts when needed.
• Identify trends impacting customer experience and communicate insights.
• Support onboarding of new customers.
• Participate in customer visits and presentations.

Education & Qualifications

• High School / Secondary Education required.
• Associate or University Degree preferred.
• English + additional language(s) as needed.
• 2–3 years industry experience, including customer‑facing roles.

Required Competencies

• Customer oriented
• Action oriented
• Autonomous
• Time management
• Priority setting
• Problem solving
• Conflict management
• Collaboration
• Strong communication skills

Required Skills

• SAP and related processes
• Microsoft Office proficiency
• Strong written and verbal communication
• S&OP / basic project management understanding
• Knowledge of fragrance market (preferred)
• Knowledge of Incoterms & shipping terminology
• Flexibility and teamwork
• Lean / Six Sigma (White / Yellow Belt)