Customer Experience Specialist — Returns & Orders

Cengage Group; Andover; On-site; GBP 18,000 - 24,000; Full time

Job summary

Cengage Group is seeking a Customer Service Representative in the UK to support returns, orders and customer enquiries. You will use SAP ERP and Microsoft Office to process transactions, validate details, and ensure compliance with the returns policy.

Training will be provided. The role requires GCSEs in English and Maths and 12-18 months in a customer support setting. NVQ Level 3 in Customer Service is desirable.

Qualifications

• Proven customer service experience and clear communication.
• Ability to use Excel for basic data and reporting.
• Experience with order processing and returns in ERP systems.

Responsibilities

• Assist in processing returns, orders and credits.
• Handle customer enquiries via multiple channels with accuracy.
• Maintain records in SAP ERP and Excel with attention to policy rules.
• Follow company procedures and audit requirements.
• Collaborate with team and support senior staff as needed.
• Capture activities and generate routine reports.

Skills

Communication skills

Maths skills

IT skills

Organisation skills

Time management

Problem solving

Flexibility

Attention to detail

Accountability

Resourcefulness

Critical thinking

Team player

Cengage ethos alignment

Education

GCSEs (English & Maths)

NVQ Level 3 in Customer Service

Tools

SAP ERP

Legacy E1

Microsoft Office

Excel

Word

Outlook

Job description

Cengage Group is seeking a Customer Service Representative in the UK to support returns, orders and customer enquiries. You will use SAP ERP and Microsoft Office to process transactions, validate details, and ensure compliance with the returns policy.

Training will be provided. The role requires GCSEs in English and Maths and 12-18 months in a customer support setting. NVQ Level 3 in Customer Service is desirable.