Customer Service Representative

Columbus McKinnon; Coleshill CP; On-site; GBP 24,000 - 32,000; Full time

Job summary

Columbus McKinnon is seeking a proactive Customer Service Administrator to support the sales team, acting as the first contact point for inquiries via Salesforce and phone. You will process enquiries, provide order updates and documentation, and coordinate with SAP-driven operations to ensure timely shipments.

The role requires strong English, numeracy, and a willingness to train, with opportunities to expand cross-site collaboration and contribute to continuous improvement in UK and global

Qualifications

• 5 GCSEs incl. Maths and English.
• Experience in a customer service role.
• Strong numeric and analytical skills; attention to detail.

Responsibilities

• Use Salesforce to review enquiries and route to correct staff.
• First point of contact on telephone system.
• Process customer enquiries and correspondence 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.
• Order entry in SAP.
• Follow up open orders to ensure on-time shipment.
• Collaborate with Sales, Purchasing, Warehousing, Distribution, and Supply Chain teams in the UK and globally.
• Handle complaints and record in internal systems.
• Support colleagues by sharing best practices.
• Adhere to local legal, health & safety and compliance requirements.

Skills

Customer service experience

Numeric/analytical skills

Attention to detail

Planning & time management

Business awareness

MS Office

Salesforce CRM

Microsoft Teams

Written & spoken English

Willingness to train

Education

5 GCSEs including Maths and English

Tools

Salesforce CRM

SAP

Microsoft Teams

MS Office

Job description

The incumbent of the position assists 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.

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.

Reporting Relationships and Dimensions

• Reporting to Customer Service Manager UK.
• Close interaction with all sites through sales departments.
• Role to expand over time.
• Works closely with Sales department.
• Responsible for everyday qualitative pro-active sales support.
• Acts as a go to for information and problem-solving in Sales.

Qualifications

• 5 GCSEs including Maths and English.

Required Skills

• Previous experience in a customer service role.
• 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 in use.
• Strong written and spoken English language.
• Willingness to continue to train, to learn, to grow.

Preferred Skills

• Experience in the Lifting Industry advantageous.