Customer Service Coordinator

Insight Select; Gravesend; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Contributory pension scheme

Life assurance

Free parking

Job summary

Insight Select in Gravesend is seeking a Customer Service Representative to join a busy, fast-paced organisation. The role focuses on building strong customer relationships, owning queries and ensuring a high level of service, with the position fully office-based Monday to Friday 8:30am-5:30pm.

The ideal candidate has 2-3 years experience in a demanding environment, is a confident communicator, and proficient with Excel and CRM systems such as SAP or Salesforce.

Qualifications

• 2–3 years' experience in a demanding customer service environment.
• Proficient in Excel (intermediate/advanced level).
• Fluent in written and spoken English; additional languages a plus.

Responsibilities

• Oversee customer orders from entry to delivery and completion.
• First point of contact for customer requests and inquiries.
• Process orders and verify order entry accuracy.
• Keep customers proactively updated on orders, deliveries and issues.
• Build long-term customer relationships and understand needs.
• Investigate and resolve complaints through to completion.
• Identify opportunities to improve processes and service.
• Communicate promotional offers and relevant product opportunities.

Skills

Customer service

Relationship building

Communication skills

Excel

MS Office

Active listening

SAP

Salesforce

Multitasking

Tools

SAP

Salesforce

Job description

We are currently recruiting for an experienced Customer Service Representative to join a busy and fast-paced organisation based in Gravesend.

This is a fantastic opportunity for someone who enjoys building strong customer relationships, taking ownership of queries and ensuring customers receive a consistently high level of service.

The role is fully office-based, Monday to Friday, 8:30am-5:30pm, and would suit someone with around 2-3 years' experience in a demanding customer service environment who is confident managing multiple priorities and communicating with customers and internal teams.

The Role

As a Customer Service Representative, you will be a key point of contact for customers, overseeing orders and deliveries and making sure enquiries and issues are dealt with promptly and professionally.

Your responsibilities will include:

• Managing and overseeing customer deliveries from order through to completion.
• Acting as the first point of contact for customer requests and enquiries.
• Processing customer orders and checking order entry.
• Keeping customers proactively updated on orders, deliveries and any issues.
• Building strong, long-term relationships with customers and understanding their individual needs.
• Carrying out regular courtesy calls with key customers and working closely with internal account managers.
• Investigating and resolving customer complaints through to completion.
• Taking ownership of customer issues and working with colleagues to deliver solutions.
• Identifying opportunities to improve processes and customer service.
• Communicating promotional offers and ensuring customers are aware of relevant products and opportunities.
• Proactively contacting customers where their ordering patterns have changed or where they have not ordered within their usual timeframe.

We're looking for someone who is:

• Experienced in a demanding customer service environment, ideally with 2-3 years' experience.
• A confident and professional communicator with excellent relationship-building skills.
• Customer-focused and able to take ownership of issues from start to finish.
• Proactive, organised and process-driven.
• Comfortable working in a fast-changing and dynamic environment.
• Confident handling difficult conversations and delivering challenging messages positively.
• A strong active listener who can understand and respond to customer needs.
• Confident using Microsoft Office, particularly Excel at an intermediate/advanced level.
• Fluent in written and spoken English.
• Experience using SAP and/or Salesforce.
• Experience handling customer complaints through to resolution.
• Experience working within an international business.
• Additional languages, particularly French, Spanish or Portuguese.

What's on Offer?

• Permanent, full-time position
• Monday-Friday, 8:30am-5:30pm
• Fully office-based in Gravesend
• 25 days' annual leave plus bank holidays
• Contributory pension scheme
• Life assurance
• Free parking
• Opportunity to join an established and fast-paced organisation with development and progression opportunities