Customer Service Advisor

Rayner; Crawley; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

On-site Parking

Pension Plan

Cycle-to-Work Scheme

Referral Bonus

Recognition Programs

Enhanced Parental Pay

Job summary

Rayner in Crawley is seeking a Customer Service Advisor to manage orders and enquiries, ensuring accuracy and proactive communication throughout the order journey.

You will process local and international orders, handle returns and credits, maintain pricing in the ERP system, and contribute to continuous improvements that enhance efficiency and customer experience. Strong Excel and MS Office skills, plus ERP familiarity, are essential.

Qualifications

• Experience in customer service, preferably in regulated industries.
• Strong communication and accuracy under tight deadlines.
• Proficient in Excel and MS Office; familiarity with ERP systems.

Responsibilities

• Process orders, returns, and credits accurately and timely.
• Provide proactive updates to customers throughout the journey.
• Capture and report customer feedback and complaints.
• Maintain contract pricing in the ERP system.
• Support cross-training and share knowledge within the team.
• Contribute to MI reporting with accurate data.

Skills

Customer service

Communication

Attention to detail

Excel proficiency

MS Office

ERP systems

Data protection knowledge

Tools

ERP systems

Job description

An exciting opportunity has arisen for a customer-focused, action-orientated Customer Service Advisor to join our team and play a key role in delivering a best-in-class service by supporting customers throughout the order and enquiry process. The role ensures accuracy in order management, clear and proactive communication, and contributes to continuous improvements that enhance efficiency and customer experience.

Key Responsibilities Include:

• Process local and international orders, returns, and credits accurately and within agreed timescales.
• Communicate proactively with customers, field staff, and colleagues by phone, email, and face-to-face in a professional, helpful manner.
• Provide clear, timely updates throughout the order journey to avoid delays and ensure customer satisfaction.
• Capture, analyse, and report on customer feedback, complaints, and other service data as required.
• Maintain and update customer contract pricing in the ERP system.
• Keep SOPs and process documentation current; support cross-training to strengthen team capability.
• Contribute to management information (MI) reporting with accurate data and insights.
• Actively support colleagues by sharing knowledge, covering tasks when required, and contributing to team goals.
• Identify and support continuous improvement initiatives in processes and systems.

What Experience Do You Need:

• Ability to work independently and take initiative
• Previous customer service experience, ideally in medical devices or a similar regulated industry
• Experience meeting tight deadlines with high accuracy and attention to detail
• Intermediate to advanced Excel skills and confident use of MS Office
• Excellent spoken and written local language skills
• Knowledge of customs and export processes
• Familiarity with ERP systems
• Awareness of Data Protection, Cyber Security, and money laundering policies

What We Can Offer You

• Competitive pay for financial security & stability
• On-site Parking for convenience and cost efficiency
• Recognition Programs that celebrate teamwork & individual contributions
• Supportive Team Culture built on collaboration & respect
• Pension Plan to secure your future
• Cycle-to-Work Scheme to stay active and eco-friendly
• Enhanced Parental Pay to support growing families
• Referral Bonus to be rewarded for recommending talent