Customer Service Specialist

Hydrogen Group; Chelmsford; On-site; GBP 26,000 - 34,000; Full time

Job summary

Hydrogen Group is seeking a Customer Service and Order Processor to work with the Customer Services Manager and Sales to ensure orders are processed quickly, accurately and with high service standards. The role requires strong communication, ERP/CRM experience and a proactive, team-oriented approach.

You'll build relationships with internal departments and external customers, drive improvements in order processing and support continuous improvement projects across customer service and order

Qualifications

• Experience in customer service, order processing or order management in manufacturing.
• Strong customer focus and commitment to service quality.
• Continuous improvement mindset with a process-oriented approach.
• Excellent written and verbal communication, able to build relationships.
• Experience with ERP/CRM systems (SAP or equivalent) for order management.
• Proficient in Microsoft Excel plus Outlook/Word/PowerPoint.

Responsibilities

• Process and manage customer orders accurately and efficiently.
• Respond to customer enquiries and provide timely updates.
• Build and maintain strong customer relationships to support satisfaction and repeat business.
• Work with Sales to meet customer requirements and book orders promptly.
• Coordinate with Operations, Supply Chain, Credit Control, Trade Compliance and Logistics to resolve issues.
• Monitor order progress and address delays affecting delivery.
• Identify opportunities to improve order processing procedures.
• Support continuous improvement initiatives and customer service projects.
• Provide cover for colleagues when necessary.
• Undertake other duties as required.

Skills

Customer service

Order processing

Customer focus

Continuous improvement

Communication skills

Prioritization

ERP/CRM (SAP)

MS Excel

Analytical skills

Self-motivation

Teamwork

Tools

SAP

Job description

The Customer Service and Order Processor will work closely with the Customer Services Manager and wider business to ensure customer orders are processed quickly, accurately and efficiently, while maintaining a high standard of customer service and satisfaction.

The role will work alongside the Sales team to ensure customer orders are booked promptly, customer requirements are met and enquiries are handled professionally and within agreed timescales. The role will also support customer account development, encourage repeat business and contribute to continuous improvement across customer service and order management processes.

Building strong working relationships with external customers and internal departments, including Operations, Supply Chain, Credit Control, Trade Compliance and Logistics, will be essential to resolving issues, supporting order fulfilment and delivering a positive customer experience.

The successful candidate will help identify process improvements, recommend enhancements to existing procedures and assist with customer service projects and other duties as required by the Customer Services Manager.

Key Responsibilities

• Process and manage customer orders accurately and efficiently, ensuring orders are entered and booked promptly.
• Respond to customer enquiries, providing timely updates and resolving issues professionally.
• Build and maintain strong customer relationships to support satisfaction, loyalty and repeat business.
• Work closely with the Sales team to ensure customer requirements are met and orders are processed in line with business needs.
• Liaise with internal departments, including Operations, Supply Chain, Credit Control, Trade Compliance and Logistics, to resolve order-related issues.
• Monitor order progress and help resolve delays or issues affecting customer delivery and satisfaction.
• Act as the voice of the customer within the business, identifying and addressing barriers that negatively affect the customer experience.
• Prioritise workload effectively to meet deadlines and maintain high standards of accuracy.
• Identify opportunities to improve order processing procedures, simplify processes and increase operational efficiency.
• Support continuous improvement initiatives and customer service projects as required.
• Provide additional support and cover for colleagues when necessary.
• Undertake other duties as reasonably requested by the Customer Services Manager.

Skills and Experience

• Experience in customer service, order processing or order management, ideally within a manufacturing environment involving complex international operations.
• A customer-focused approach with a strong commitment to delivering excellent service.
• A continuous improvement mindset and a process-oriented approach to work.
• Excellent written and verbal communication skills, with the ability to build relationships and influence others effectively.
• Ability to manage competing priorities, work to tight deadlines and perform effectively under pressure.
• Experience using ERP and CRM systems, such as SAP or equivalent, for customer service and order management activities.
• Strong Microsoft Excel skills and good working knowledge of Microsoft Outlook, Word and PowerPoint.
• Strong analytical skills and excellent attention to detail.
• A proactive, flexible and self-motivated approach, with the ability to work independently and use initiative.
• A team player who can collaborate effectively across departments while managing individual responsibilities.