Customer Service Representative

Atkore; West Bromwich; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Company bonus

25 days annual leave

Life Assurance 4x salary

Free onsite parking

Pension

Employee assistance program

Job summary

Atkore is seeking a Customer Service Representative in West Bromwich to handle inquiries, returns, and complaints while collaborating with production, logistics and sales teams. The role focuses on driving customer satisfaction and timely responses.

You will maintain CRM records, seek process improvements, and build strong customer relationships in a manufacturing environment with a supportive team culture.

Qualifications

• Experience in customer service is desirable.
• Experience with stakeholders and relationship management.
• Experience in manufacturing or industrial environment preferable.
• Ability to multitask with high email and call volume.
• Strong written and verbal communication.

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 teams to meet customer needs.
• Maintain accurate 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.
• Complaint handling and root-cause analysis to prevent order failures.

Skills

Customer service

Stakeholder management

Communication skills

Teamwork

Problem solving

Prioritisation

Pressure management

Tools

ERP software

CRM software

Microsoft Office

Job description

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.
• Complaint handling.
• 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

Benefits

• Companywide bonus scheme
• 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 endeavour to move us forward.