Customer Service Specialist

TN United Kingdom; Bolton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Specialist to enhance customer satisfaction and support. In this role, you will engage with customers to resolve issues, process orders, and manage export documentation. Your expertise in customer service and collaborative spirit will be essential in fostering strong relationships and ensuring seamless operations. This position offers the opportunity to work in a dynamic environment with ongoing development and support for your career growth. If you are passionate about delivering exceptional service and thrive in a team-oriented setting, this is the perfect opportunity for you.

Benefits

Company-Contributed Pension

Cash Plan Medical Program

Ongoing Development Support

Qualifications

• 2-3 years of progressive customer service experience required.
• Experience in resolving customer problems and concerns is essential.

Responsibilities

• Manage customer sales orders and handle complex customer needs.
• Build customer relationships and act as a liaison for order clarification.

Skills

Customer Service Experience

Problem Solving

Communication Skills

Collaboration

Export Documentation Knowledge

Education

High School Diploma or Equivalent

Tools

SAGE

SAP

Oracle 11i/12

Microsoft Office

Job description

Job Title: Customer Service Specialist

Location: Bolton, Greater Manchester

In this role, you will provide a variety of customer service support to internal and external customers. Responsibilities include solving problems, researching complex information, and building customer relationships.

This position is based onsite with some hybrid working options. Working days are Monday to Friday.

We are ideally looking for someone with previous customer service and export experience. In return, we offer an attractive salary, site bonus, company-contributed pension, a cash plan medical program, support, ongoing development, and a career within a global company.

Key Responsibilities:

1. Place customer sales orders in a timely fashion, before order cut-off.
2. Handle complex customer needs via mail, phone, or electronic contact, including entering and adjusting orders, and resolving questions and complaints.
3. Manage all order complexities, including export paperwork and certifications.
4. Support the team proactively, maintain positive reinforcement, even in difficult situations.
5. Contribute as a Subject Matter Expert in projects such as Salesforce, New Product Introductions, Export, Client On-boarding, Warehouse Setups, IT enhancements, etc.
6. Respond to inquiries and complaints, liaising with relevant departments.
7. Assist with reviewing and coordinating activities related to shipping, schedules, inventory, and sales.
8. Develop and review correspondence and documentation related to customer interactions.
9. Build customer relationships and act as a liaison to clarify orders, provide technical guidance, and facilitate recurring or new orders.
10. Perform additional duties as assigned.

Minimum Requirements:

• 2-3 years of progressive customer service experience.
• High school diploma or equivalent.
• Experience in resolving customer problems and concerns.
• Ability to develop correspondence and communications.
• Collaborative working with other departments.
• Knowledge of department policies for difficult situations.
• PC skills, including ERP systems (SAGE, SAP, Oracle 11i/12, Analytics), and Microsoft Office applications.
• Export experience, including knowledge of Incoterms and export documentation.

Note: Internal candidates can apply for new roles after one year in their current role, with prior manager notification.

Application Guidelines: Please read the guidelines before submitting your application. Internal employees must upload their updated CV and last two appraisals, available from HR Cloud.