Customer Experience & Onboarding Specialist

Witan Search; Alcester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Witan Search is seeking a Customer Service Specialist to be the friendly first point of contact for our clients, guiding them from initial enquiry to order completion and ensuring a seamless journey.

You will collaborate with Sales Engineers and Account Managers, support onboarding, manage quotations, process orders, returns, and credits, keep records accurate in CRM/ERP, and help drive continuous improvement in customer experience.

Qualifications

• Customer service experience
• Strong communication and organisational skills
• Ability to manage multiple tasks and respond calmly under pressure

Responsibilities

• Serve as the first point of contact for customers with clear, friendly responses.
• Support onboarding and encourage usage of digital tools and e‑commerce platforms.
• Prepare quotations in collaboration with field sales teams and suppliers.
• Manage full order lifecycle from creation to invoicing, including credits and returns.
• Handle returns, claims, and escalations in line with procedures.
• Maintain accurate customer records and CRM/ERP data.
• Assist with procurement tasks and supplier follow-up.
• Support receivables follow-up and continuous improvement initiatives.
• Contribute to local warehousing activities when needed.

Skills

Confident communicator

Proactive

Organised

Problem-solving

Detail-oriented

Job description

Witan Search is seeking a Customer Service Specialist to be the friendly first point of contact for our clients, guiding them from initial enquiry to order completion and ensuring a seamless journey.

You will collaborate with Sales Engineers and Account Managers, support onboarding, manage quotations, process orders, returns, and credits, keep records accurate in CRM/ERP, and help drive continuous improvement in customer experience.