Customer Service Representative

FALL CREEK FARM & NURSERY; Chester; On-site; GBP 23,000 - 30,000; Full time

Job summary

FALL CREEK FARM & NURSERY is seeking a proactive sales support administrator based at Coleshill, near Birmingham. The role focuses on providing a positive customer experience across all sales activities, acting as the first port of call and coordinating with multiple teams to ensure timely order processing.

You will use Salesforce to classify enquiries, manage quotes and orders in SAP, and support colleagues with best practices while ensuring compliance with health and safety policies.

Qualifications

• Five GCSEs including Maths and English.
• Experience in a customer service role.
• Experience with lifting industry is advantageous.
• Strong numeric and analytical skills.
• Proficient in MS Office and CRM systems.
• Ability to multi-task and prioritise tasks.

Responsibilities

• Use Salesforce CRM to review enquiries and categorise them for correct staff.
• First point of contact on telephone system.
• Process customer enquiries promptly via Salesforce, email, Teams and phone.
• Provide PODs, missing certificates and updates on orders.
• Check stock availability and lead times on SAP.
• Make quotations in SAP and enter orders.
• Follow up open orders and stock to ensure on-time shipment.
• Collaborate with sales, purchasing, warehousing, distribution, and planning in the UK and globally.
• Handle complaints professionally and record in internal systems.
• Resolve invoice queries and credit requests.

Skills

Customer service

Analytical skills

Multi-tasking

Time management

Attention to detail

Education

GCSEs (Maths & English)

Tools

Salesforce CRM

SAP

MS Office

Teams

Job description

Position to be based at Coleshill, Birmingham site on a full-time permanent basis circa 38.75 hours per week, Monday to Friday.

Purpose of the position is to assist the sales team by providing a committed, pro-active support function in all aspects of everyday sales activity ensuring the customer’s experience of doing business with our organisation is a positive and memorable one.

Being a first port of call for customer enquires through our Salesforce CRM system and contact on phone system.

Essential Duties and Responsibilities

• Using Salesforce CRM to review all enquires and categorise them on receipt to ensure they reach correct staff and are prioritised effectively.
• First point of contact on telephone system
• Prompt and efficient processing of customer enquiries, correspondence – communicating via Salesforce CRM, email, Teams and telephone.
• Providing PODs, missing certificates and providing updates on orders.
• Checking stock availability and lead times on SAP
• Make quotations in SAP
• Order entry in SAP
• Follow up open orders, stock and MTO to ensure on time shipment
• Working with other company functions and personnel in sales, purchasing and warehousing, distribution, supply chain planning in the UK and globally
• Handle any type of complaint in a proficient way and recording in internal systems
• Invoice queries and credit request creation
• Support colleagues by sharing best practice
• Adheres to all local legal, health and safety and compliance requirements, policies and procedures
• To carry out any other duties as necessary when requested.

Knowledge, Skills, Competencies, and Abilities

• Previous experience in a customer service role
• Experience in the lifting industry is advantageous
• Strong numeric, analytical skills
• Attention to detail and ability to multi-task
• Good planning, time management and prioritisation of tasks
• Good business and commercial awareness
• MS Office and CRM experience, Salesforce is in use
• SAP proficiency a distinct advantage
• Strong written and spoken English language
• Willingness to continue to train, to learn, to grow

Required Qualifications

5 GCSE’s including Maths and English