Customer Experience & Order Fulfillment Specialist

Alloy Enterprises; Great Yarmouth; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Pension scheme

Life assurance

Assistance Program

Referral scheme

Employee discounts

Cycle to Work

Product discounts

Training & development

Safety culture

Job summary

Alloy Enterprises, a manufacturing company, is seeking a Customer Service Advisor to support customers through the full order lifecycle—from receipt to shipment and invoicing. This office-based role collaborates with Sales, Planning, Quality and other teams to resolve inquiries professionally.

You will process orders in the ERP, confirm shipments, monitor progress, and maintain CRM interactions. Strong communication, organisation, and a proactive, customer-focused approach are essential;

Qualifications

• Minimum of 2 years' experience in a Customer Service role.
• Excellent communication skills with the ability to build strong customer relationships.
• Strong organisational skills and attention to detail.
• Experience using ERP and/or CRM systems.
• Professional, proactive and customer-focused approach.
• Ability to work effectively both independently and as part of a team.
• Proficient user of Microsoft Office applications.

Responsibilities

• Process customer sales orders accurately and within agreed timescales using the ERP system.
• Issue order confirmations and proactively monitor order progress through to delivery and invoicing.
• Liaise with the Planning Team to optimise customer order fulfilment and communicate updates promptly.
• Manage customer interactions through the CRM system, ensuring enquiries are responded to within agreed service levels.
• Provide clear, professional and accurate communication to customers at all times.
• Support the regional Sales Team by assisting with customer relationship management and account activities.
• Administer customer complaints, supporting containment actions and coordinating resolution with internal stakeholders.
• Work closely with Quality, Planning, Operations and other departments to enhance the overall customer experience.
• Build and maintain strong working relationships with customers and colleagues across the wider business.
• Contribute to continuous improvement initiatives aimed at improving customer satisfaction and service delivery.

Skills

Customer service

Communication

Organisational skills

ERP systems

CRM systems

Problem-solving

Teamwork

Microsoft Office

Tools

ERP systems

CRM systems

Microsoft Office

Job description

Alloy Enterprises, a manufacturing company, is seeking a Customer Service Advisor to support customers through the full order lifecycle—from receipt to shipment and invoicing. This office-based role collaborates with Sales, Planning, Quality and other teams to resolve inquiries professionally.

You will process orders in the ERP, confirm shipments, monitor progress, and maintain CRM interactions. Strong communication, organisation, and a proactive, customer-focused approach are essential;