Customer Service Representative

ZipRecruiter; Etwall CP; On-site; GBP 27,000 - 28,000; Full time

Job summary

A leading supplier of printed flexible packaging solutions is seeking a Customer Support Representative. The role involves managing customer relationships, ensuring timely order processing, and fostering teamwork. Strong communication and organizational skills are required to thrive in this dynamic environment.

Qualifications

• Commercial or office-based experience is essential.
• Proficiency in IT, especially Word and Excel.
• Confident, proactive, and detail-oriented, with strong organizational skills.

Responsibilities

• Provide proactive support for customers and sales order processing.
• Maintain customer relationships and ensure timely resolution of inquiries.
• Coordinate internal and external communication for effective order management.

Skills

Organizational skills

Proactivity

Detail-oriented

Customer-facing

Tools

Word

Excel

Job description

Job Description

Company profile: The company is a leading supplier of printed flexible packaging solutions. They are now looking for a Customer Support Representative to join their team.

Title: Customer Support Representative

Salary: £27,000 - £28,000

Role and Responsibilities:

To provide proactive internal coordination and serve as a point of contact for customers. To build and maintain relationships with existing and new customers.

To ensure accuracy when sending information to customers and raising sales orders and production documentation.

Key Accountabilities:

• Develop close relationships with customers and provide a professional first point of contact, fostering confidence in the information received and in our business.
• Ensure seamless supply and production throughout the sales order process, ensuring orders are received on time and in full.
• Maintain proactive contact and account management, aiming to resolve issues within 24–48 hours with regular updates to the customer.
• Coordinate and distribute information effectively both internally and externally.
• Facilitate all customer inquiries proactively, liaising with the production team as necessary, to enable the external sales team to focus on sales growth and new business.
• Manage and maintain customer forward usage data to support purchasing in maintaining adequate raw material availability.
• Enter sales orders within 24 hours of receipt, following the Sales Order Processing Flow Chart, ensuring prices are current and correct.
• Support the external sales team and customers by providing trials in Radius as TRIALS, according to specifications.
• Address customer complaints immediately upon receipt, informing the Customer Service Manager and Quality and Compliance Manager, and liaising with relevant departments to support investigations.
• Manage customers' redundant designs by reviewing the aged plate report quarterly, collaborating with the customer, Production Manager, and Proofing Department for disposal.
• Coordinate with Purchasing and Planning on all orders and inquiries to ensure material availability, especially for non-stock materials.
• Prepare job packs for production 5 days in advance, ensuring all information is correct and available, and hand-delivering urgent or scheduled jobs within 48 hours to the Proofing Department.
• Support team members to ensure excellent customer service and administration for all customers, fostering teamwork and colleague support.

Skills and Experience:

• Commercial or office-based experience is essential.
• Proficiency in IT, especially Word and Excel.
• Confident, proactive, and detail-oriented.
• Strong organizational skills.
• Ability to work under pressure and meet deadlines.
• Capable of working independently and as part of a team.
• Professional, articulate, self-motivated, customer-facing, and highly organized.