Customer Service Lead – Global Tech (End-to-End Orders)

Gooch & Housego PLC; Torquay; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days - rising up to 30 days annual?

Corporate Cash Plan

Company bonus scheme

Salary Sacrifice Pension Scheme

Enhanced Employee Assistance Programme

Job summary

Gooch & Housego PLC in Torquay invites an experienced Customer Service Lead to own orders from receipt to fulfilment and to ensure accurate processing, timely updates, and effective issue resolution. You will advocate for the customer across Sales, Operations and Product teams to optimise the order journey for international markets.

You will lead enquiries, manage complex service issues, and drive continuous improvement of customer satisfaction while maintaining strong relationships with

Qualifications

• Proven experience in a customer service or order management role.
• Experience within a manufacturing, engineering, industrial or technical environment.
• Confidence supporting customers in a global or international business environment.
• Experience handling customer complaints, escalations and complex service-related issues.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proactive and solutions-focused approach to problem solving.
• Ability to work under pressure with attention to detail.
• Experience working across cross-functional or matrix organisations.
• Strong communication and relationship-building skills.
• Good working knowledge of Microsoft Office applications.
• Experience using ERP and CRM systems such as Syspro and Salesforce would be advantageous.

Responsibilities

• Managing the complete order processing lifecycle, including order entry, scheduling, acknowledgements and updates.
• Taking ownership of customer communications relating to order acceptance, delivery schedules and after-sales support.
• Handling customer enquiries, complaints and complex service issues, ensuring timely and effective resolution.
• Acting as a key advocate for the customer within the business, ensuring customer requirements are understood and met.
• Building strong working relationships with Sales Managers, Product Line Managers, Planning, Manufacturing and other internal stakeholders.
• Proactively identifying and addressing issues that could impact delivery performance or customer satisfaction.
• Coordinating and processing Return Merchandise Authorisations (RMAs).
• Ensuring customers receive accurate, clear and timely information throughout the customer journey.
• Supporting compliance with customer-specific requirements and contractual commitments.
• Using business systems including Salesforce and Syspro to maintain accurate records and manage customer activities.
• Supporting colleagues across other customer service value streams as required.
• Participating in customer meetings where appropriate.
• Championing excellent customer service standards across the Torquay site.

Skills

Customer service

Relationship building

Communication

Problem solving

Cross-functional collaboration

Organisational skills

Tools

Syspro ERP

Salesforce CRM

MS Office

Job description

Gooch & Housego PLC in Torquay invites an experienced Customer Service Lead to own orders from receipt to fulfilment and to ensure accurate processing, timely updates, and effective issue resolution. You will advocate for the customer across Sales, Operations and Product teams to optimise the order journey for international markets.

You will lead enquiries, manage complex service issues, and drive continuous improvement of customer satisfaction while maintaining strong relationships with