Customer Service Representative

Trinity Resource Solutions; Marlow; On-site; GBP 22,000 - 28,000; Full time

Job summary

Trinity Resource Solutions in Marlow is seeking an energetic E-commerce Customer Service Agent to join our UK Operations team. You will handle orders, returns and inquiries, guiding customers from start to finish and maintaining CRM records.

The ideal candidate is customer-focused, communicates well by phone and email, and can navigate multiple systems with accuracy. Experience in customer service is a plus and Excel is useful for daily tasks.

Qualifications

• Customer-focused and genuinely helpful in interactions.
• Confident communicator by phone and in writing.
• Empathetic, adaptable communication style.
• Organised, self-motivated with multi-enquiry handling.
• Accurate data entry and CRM usage.
• Proficient with Excel and common IT tools.
• Good problem-solver with ownership of issues.
• Willing to learn and develop professionally.
• Customer service experience is beneficial; SAP/Salesforce is a bonus.

Responsibilities

• Handle customer enquiries by phone and electronically.
• Respond to general and order-specific queries.
• Manage returns and refunds and keep systems updated.
• Provide order status and delivery tracking information.
• Manage calls, orders, complaints and cases in CRM.
• Own more complex complaints and escalate appropriately.
• Collaborate with Sales, Marketing, Logistics, After Sales Support.
• Record interactions and actions accurately.
• Identify ways to improve the customer service process.
• Support wider Operations with ad-hoc tasks.

Skills

Customer service

E-commerce

Order management

CRM systems

Phone & written comms

Excel

Data entry

Problem solving

Multitasking

Tools

SAP

Salesforce

Job description

Are you someone who genuinely enjoys helping customers and making sure they have a great experience?

Do you have experience in Customer Service, E-commerce, Order Management or a Contact Centre environment and want to join a successful, fast-moving business where your work really makes a difference?

We’re looking for an enthusiastic E-commerce Customer Service Agent to join a busy UK Operations team in Marlow.

This is a fantastic opportunity for someone who enjoys variety, problem-solving and working with people. You’ll be the person customers turn to when they have questions about their orders, deliveries or returns — helping to resolve issues quickly and professionally.

What you'll be doing

You’ll have a varied role covering:

• Handling customer enquiries by phone and electronically
• Responding to general and order-specific queries
• Managing returns and refunds, ensuring systems are kept up to date
• Providing order status and delivery tracking information
• Managing customer calls, orders, complaints and cases through CRM systems
• Taking ownership of more complex complaints and escalating them to the right teams
• Working closely with Sales, Marketing, Logistics and After Sales Support
• Recording customer interactions and actions accurately
• Identifying opportunities to improve the customer service process
• Supporting the wider Operations team with ad-hoc activities

What we're looking for

You don't need to tick every box. We're particularly interested in people who are:

• Customer-focused and genuinely enjoy helping people
• Confident communicating with customers by phone and in writing
• Empathetic and able to adapt your communication style
• Organised, self-motivated and comfortable managing multiple enquiries
• Accurate with data entry and CRM systems
• Comfortable using Excel and everyday IT systems
• A good problem-solver who takes ownership of customer issues
• Keen to learn and develop

Previous Customer Service experience is beneficial, while knowledge of SAP or Salesforce would be a bonus — but isn't essential.

Why this role?

This isn't simply about answering calls. You'll have the opportunity to own customer issues from start to finish, work with multiple areas of the business and play a genuine part in improving the customer experience.

If you're personable, organised and enjoy being the person who finds the solution, this could be a great next move.