Customer Service Specialist

Witan Search; Alcester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Witan Search is seeking a Customer Service Specialist to be the friendly first point of contact for our clients, guiding them from initial enquiry to order completion and ensuring a seamless journey.

You will collaborate with Sales Engineers and Account Managers, support onboarding, manage quotations, process orders, returns, and credits, keep records accurate in CRM/ERP, and help drive continuous improvement in customer experience.

Qualifications

• Customer service experience
• Strong communication and organisational skills
• Ability to manage multiple tasks and respond calmly under pressure

Responsibilities

• Serve as the first point of contact for customers with clear, friendly responses.
• Support onboarding and encourage usage of digital tools and e‑commerce platforms.
• Prepare quotations in collaboration with field sales teams and suppliers.
• Manage full order lifecycle from creation to invoicing, including credits and returns.
• Handle returns, claims, and escalations in line with procedures.
• Maintain accurate customer records and CRM/ERP data.
• Assist with procurement tasks and supplier follow-up.
• Support receivables follow-up and continuous improvement initiatives.
• Contribute to local warehousing activities when needed.

Skills

Confident communicator

Proactive

Organised

Problem-solving

Detail-oriented

Job description

Are you passionate about delivering outstanding customer experiences and building strong relationships?

On behalf of our client we are looking for a proactive and customer‑focused Customer Service Specialist to join our client’s friendly, collaborative Customer Service Team. If you love solving problems, enjoy working with colleagues across different teams, and take pride in making a real difference to customers every single day, this could be the perfect role for you.

About the Role

As a Customer Service Specialist, you’ll be a key partner for our customers; the first person they turn to for clear answers, smooth processes, and exceptional support. You’ll help shape a seamless customer journey from the very first enquiry through to order completion, making a real impact every day.

In this role, you will:

• Work closely with Sales Engineers and Account Managers to strengthen customer relationships.
• Support customer onboarding and encourage the use of our digital tools and e‑commerce platforms.
• Prepare quotations in collaboration with our field sales teams and suppliers.
• Manage the full order lifecycle, from creation to invoicing, including credits, returns, and claims.
• Handle returns, claims, and escalations efficiently and in line with company procedures.
• Maintain accurate and up‑to‑date customer records and databases.
• Assist with procurement tasks, purchase orders, and supplier follow‑up.
• Follow up on receivables and keep CRM and ERP data accurate and current.
• Contribute to continuous improvement, internal controls, and sustainability initiatives.
• Local Warehousing activities: pick and pack orders when required to arrange and to dispatch to respective customers.

About You

We’re looking for someone who is:

• A confident communicator with a genuine passion for customer service
• Proactive, organised, and able to manage multiple tasks at once
• Calm under pressure and skilled at problem-solving
• Detail-oriented with strong administrative accuracy

Most importantly, you care about delivering an excellent customer experience and enjoy working as part of a supportive team.

For further information, please contact: Lewis Williams, Director, Witan Search