Customer Service Representative

Atkore International; West Bromwich; Hybrid; GBP 19,000 - 23,000; Full time

Benefits offered by this job

25 days annual leave

Company Pension

Life Assurance 4x salary

Discounted Gym Membership

Free onsite parking

Cycle to work scheme

Free annual flu vaccination vouchers

Employee assistance program

Job summary

Atkore International is seeking a committed Customer Service Representative for our West Bromwich team. You will be the primary contact for customers, coordinating with production, logistics, and sales to ensure timely responses and satisfaction.

The role emphasizes accurate CRM record-keeping and proactive issue resolution. The ideal candidate has prior customer service experience, strong communication skills, and the ability to manage multiple tasks in a manufacturing environment.

Qualifications

• Experience in customer service roles within a manufacturing or industrial setting is preferred.
• Ability to manage multiple inquiries via phone and email with accuracy.
• Strong communication skills, both written and verbal, and good presentation abilities.

Responsibilities

• Respond to customer inquiries via phone and email in a timely and professional manner.
• Process returns and provide updates to customers.
• Handle customer complaints, investigate issues, and provide effective solutions.
• Work closely with production, logistics, and sales to meet customer needs.
• Maintain records of customer interactions in the CRM system.
• Follow up with customers to ensure satisfaction and build relationships.
• Identify opportunities to improve customer service processes and efficiency.
• Use root-cause analysis to understand drivers of order failures.

Skills

Customer service

Stakeholder mgmt

Manufacturing environment

Multitasking

Communication

ERP/CRM

Team player

Problem solving

Attention to detail

Tools

ERP

CRM

Microsoft Office

Job description

Delta Point
Greets Green Road
West Bromwich, WEM B709PL, GBR

Description

Customer Service Representative

Who we are:

Atkore is forging a future where our brands, suppliers, employees, customers, partners, and communities are building better together – a future focused on empowering our customers while we power and protect the world.

Atkore is a leading manufacturer and distributor of electrical, mechanical, and safety infrastructure solutions. With approximately 3,900 employees and 65 manufacturing and distribution facilities worldwide, we manufacture electrical conduit, cable management systems, armored cable, metal framing, and security products and solutions.

Who we are looking for:

We are looking for an enthusiastic and motivated Customer Service Representative to join our team in West Bromwich. You will be part of an ambitious team with responsibility for Customer Satisfaction and Query Resolution. To be one of the key contacts within the business, liaising as necessary across all departments to ensure customers receive a comprehensive and timely response. Customer Representatives help drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service.

What you’ll do:

• Respond to customer inquiries via phone and email in a timely and professional manner.
• Process returns and provide updates to customers.
• Handle customer complaints, investigate issues, and provide effective solutions.
• Work closely with the production, logistics, and sales teams to ensure customer needs are met.
• Maintain accurate records of customer interactions in the CRM system.
• Follow up with customers to ensure satisfaction and build strong relationships.
• Identify opportunities to improve customer service processes and efficiency.
• Process returns and resolve customer issues promptly.
• Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.
• Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action.
• Performs Other Duties as Assigned.

What you bring:

• Previous customer service experience is desirable
• Previous experience of working with stakeholder and managing relationships
• Previous experience in a manufacturing or industrial environment is preferable.
• Ability to multitask, handling a high volume of emails and calls.
• Communication skills, including verbal, written and presentation.
• Proficiency in relevant software, such as ERP, CRM, and Microsoft Office
• Work as part of a team.
• Interpersonal skills
• Analytical and problem-solving skills,
• Project management skills, especially the ability to prioritise work.
• Willingness to learn and take on new challenges.
• Works well under pressure
• Pays attention to details.

What you will strive to accomplish in this role:

• Focuses relentlessly on customers whilst maintaining business needs / requirements
• Excellent problem-solving abilities with a proactive and customer-focused approach.
• Ability to handle difficult conversations and resolve issues effectively.

Why Join Us?

• Opportunity to work in a dynamic and growing manufacturing business.
• Supportive team culture with career growth opportunities.
• A chance to make a real impact by improving customer experience and service standards.

Hours of Work:

37 hours a week, Monday to Thursday 8.30am – 4.30pm and Friday 8.30am – 4pm

• 25 days annual leave
• Service and recognition awards.
• Training and development opportunities
• Company Pension
• Life Assurance 4x salary
• Discounted Gym Membership
• Enhanced family friendly policies
• Free annual flu vaccination vouchers
• Employee assistance program which includes a 24/7 virtual GP service
• Cash health plan.
• Free home cyber security training
• Cycle to work scheme.
• Free onsite parking

We are a Disability Confident Employer.

Atkore is committed to creating an engaged and aligned workforce that drives a collaborative culture. Our team strives for breakthrough results, stays focused on being standout leaders, and fully supports decisions of the Company. We consistently live the Atkore mission, strategic priorities, and behaviors, all in a way that’s consistent with our core values. Together, we build strong leaders that continually endeavor to move us forward