Customer Service

Radleys; Saffron Walden; On-site; GBP 21,000 - 30,000; Full time

Job summary

Radleys, a UK-based manufacturer of scientific equipment, is seeking a customer service professional to support both customers and internal teams. The role involves responding to inquiries by phone, email and live chat, processing orders, and coordinating with sales and supply chain to ensure accurate data and timely deliveries.

The ideal candidate will have proven customer service experience, strong communication skills, and proficiency with Salesforce, NetSuite and Microsoft Office.

Qualifications

• Previous customer service experience (essential)
• Confident using Microsoft Office, particularly Word, Excel and Outlook
• Experience with order processing systems (e.g. Pegasus Opera, Oracle NetSuite, SAP)
• Experience using CRM or database systems (e.g. Salesforce, Access, ACT, Maximiser)
• Strong communication skills, both written and verbal, with the ability to build positive working relationships with customers and colleagues
• A positive, proactive approach with a ‘can do’ attitude
• Good organisation and attention to detail, with a high level of accuracy
• The ability to prioritise and manage a varied workload
• A willingness to suggest improvements to processes and systems
• A reliable and diligent approach, seeing tasks through to completion
• The ability to work both independently and as part of a team
• A practical approach to problem-solving

Responsibilities

• Respond to customer enquiries via telephone, email and live chat
• Process and acknowledge purchase orders using Salesforce and Oracle NetSuite
• Prepare customer quotations using Salesforce and Microsoft Word
• Support UK Technical Sales Specialists and International Territory Managers
• Liaise with customers and distributors to arrange shipments
• Monitor and review back orders daily, working with the Supply Chain team
• Maintain accurate records and update customer data in Salesforce
• Provide customers with delivery updates and communicate any delays
• Record customer feedback and contribute to weekly reporting

Skills

Customer service

Communication

Organisation

Attention to detail

Teamwork

Problem solving

Proactive attitude

Tools

Pegasus Opera

Oracle NetSuite

SAP

Salesforce

Access

ACT

Maximiser

Microsoft Word

Excel

Outlook

Job description

To work as part of a small, friendly Customer Service team, delivering a high standard of support to customers and internal colleagues.

• Respond to customer enquiries via telephone, email and live chat
• Process and acknowledge purchase orders using Salesforce and Oracle NetSuite
• Prepare customer quotations using Salesforce and Microsoft Word
• Support UK Technical Sales Specialists and International Territory Managers
• Liaise with customers and distributors to arrange shipments
• Monitor and review back orders daily, working with the Supply Chain team
• Maintain accurate records and update customer data in Salesforce
• Provide customers with delivery updates and communicate any delays
• Record customer feedback and contribute to weekly reporting

Our company

Radleys was founded in 1966 by Bill Radley as a scientific glassblowing business.
Nearly 60 years on, we remain a proud British manufacturer, still focused on what we do best,high quality scientific equipment for chemistry.

We design and build precision laboratory systems in house, bringing together chemists, glassblowers and engineers with decades of practical experience. Our equipment is trusted by leading pharmaceutical, biopharma, chemical and academic organisations worldwide, a reputation earned through consistent quality, technical depth and long term thinking.

We intend to build on that foundation. To do so, we need capable, detail focused people who take pride in their work and want to contribute to a business that values quality, expertise and continuous improvement.

The Role

This role has an element of business support, which includes:

• Provide practical support around the office when needed, including welcoming visitors and preparing refreshments for
  external meetings.
• Help organise and support internal meetings and events, including arranging catering, setting up rooms and clearing
  away afterwards.
• Provide administrative support to other departments when needed.

Experience and capabilities

The ideal candidate will have the following skills and experience:

• Previous customer service experience (essential)
• Confident using Microsoft Office, particularly Word, Excel and Outlook
• Experience with order processing systems (e.g. Pegasus Opera, Oracle NetSuite, SAP)
• Experience using CRM or database systems (e.g. Salesforce, Access, ACT, Maximiser)

And have the following qualities:

• Strong communication skills, both written and verbal, with the ability to build positive working relationships with customers
  and colleagues
• A positive, proactive approach with a ‘can do’ attitude
• Good organisation and attention to detail, with a high level of accuracy
• The ability to prioritise and manage a varied workload
• A willingness to suggest improvements to processes and systems
• A reliable and diligent approach, seeing tasks through to completion
• The ability to work both independently and as part of a team
• A practical approach to problem-solving

The type of person who will succeed here

The successful candidate will also be reliable and diligent, capable of working both independently and as part of a team, with a practical approach to problem-solving and a willingness to suggest improvements to processes and systems.