Customer Service Agent

Techtronic Industries EMEA; Marlow; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Free on-site parking

25 days holiday + bank holidays

Private Medical & Dental Insurance

Group Life Assurance

Annual Gym Allowance

Discounted Milwaukee & Ryobi products

TTi Benefits Hub discounts

Eye sight test support

On-site restaurant & cafe

Job summary

Techtronic Industries (TTI) in the UK is seeking a Customer Services Agent to join our Marlow office. You will support the UK Operations Team by handling customer inquiries, orders, returns and delivery tracking in a fast-paced environment.

Based in Marlow, you will work with CRM systems and Excel; SAP/Salesforce knowledge is desirable. We offer on-site parking, 25 days holiday + bank holidays, private medical and dental insurance, life assurance, gym allowance, staff discounts and a company

Qualifications

• Previous experience within a Customer Service environment is beneficial.
• Willingness to learn and deliver excellent customer service.
• Strong written communication skills and data entry.
• Computer literate with understanding of Excel and CRMs.
• Good time management and organisational skills.
• SAP and Salesforce knowledge is desirable but not essential.

Responsibilities

• Deal with customers by telephone or electronically via CRM systems.
• Handle and respond to general and order-specific enquiries.
• Manage return requests and update systems per procedures.
• Support with order status updates and delivery tracking queries.
• Log actions in CRM to support case management.
• Elevate complex complaints to stakeholders for resolution.
• Provide feedback on service process improvements.
• Coordinate with Sales, Logistics and After Sales Support.

Skills

Customer service

Empathy & communication

Time management

Data entry

Excel

CRM systems

Salesforce

SAP (desirable)

Tools

Excel

CRM

Salesforce

SAP

Job description

Techtronic Industries (TTI) is a world leader in cordless technology spanning power tools, accessories, hand tools, outdoor power equipment, as well as floorcare & cleaning products. Our focus is on end-users that range from professionals in the industrial, construction and infrastructure sectors to DIYers in home improvement, repair, and maintenance. TTI’s powerful brand portfolio includes MILWAUKEE®, RYOBI®, AEG® - recognized worldwide for their deep heritage and innovative product platforms of superior quality. The company maintains a global manufacturing and product development footprint, with record world-wide sales of approximately US$15.2 billion and around 50,000 employees in 2026. Hiring exceptional people is a top focus at TTI. This drives a high-performance culture across all levels of our organization and helps to achieve our vision of being number one in the industries we serve. Our unique high-speed decision-making process supports our acute focus on developing superior products and meeting high customer expectations. We view our winning culture as a competitive advantage that powers our growth.

Join Our Team as a B2C Customer Services Agent and Elevate Your Career!

Are you ready to make a difference? We're looking for a passionate Customer Services Agent to join our UK Operations Team!

As a Customer Services Agent, you'll dive into the thrilling world of our fast-paced Operations department, working within our dynamic Customer Service, Business to Consumer team. You'll be based in our stunning, modern office in Marlow, Buckinghamshire.

What You’ll Do:

• Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems
• Handle and respond efficiently to all general and order specific direct customer enquiries
• Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures.
• Support with order status updates and delivery tracking queries
• Effectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case management
• Effectively manage the complex customer complaints and elevate it to the right stakeholders to support resolutions
• Provide feedback on the efficiency of the customer service process and areas of improvement
• Communicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries
• Carry out other ad-hoc duties as required from time to time

Why Join Us?

Exciting Benefits:

• Free on-site parking at the office
• 25 days holiday + bank holidays
• Private Medical & Dental Insurance
• Group Life Assurance Benefits
• Annual Gym Allowance
• Discounted Milwaukee and Ryobi products
• Access to our TTi Benefits Hub which includes discounts with many high street retailers
• Support towards Eye Sight Tests for DSE use
• On-site 3rd party restaurant and coffee shop in our offices

Employee Wellbeing:

• Employee Assistance Programme with a confidential helpline available 24/7

Skills Required:

• Previous experience within a Customer Service environment is beneficial
• Willingness to learn, and have a passion for delivering excellent customer service
• Have good empathy and communication skills, and the ability to adapt these, depending on the situation or customer
• A self-motivated, passionate, and enthusiastic approach to the role
• Strong written communication skills and data entry
• Computer literate with a good understanding of Excel and CRMs
• Good time management and organisational skills
• SAP and Salesforce knowledge is desirable but not essential

At TTI, we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow. If you're looking to join a forward-thinking company that values collaboration, innovation, and impact — we’d love to hear from you.

Visit https://www.ttigroup.com to find out more about us