Customer Service Specialist

Det-Tronics (Detector Electronics, LLC); Staines-upon-Thames; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Competitive compensation

Professional development opportunities

Flexible working arrangements

Job summary

Det-Tronics, a global technology leader in industrial life safety, is seeking a Customer Service Specialist to support customers, regional sales offices and project teams in the UK. You will handle sales orders, shipping, invoicing, and reporting, working closely with regional managers and DEC colleagues to ensure on-time delivery.

The role requires strong order management, excellent communication, and accurate data handling.

Qualifications

• Customer order management experience
• Strong customer service mindset
• Proficient with Microsoft Office applications
• Accurate numerical work and data entry
• Clear written and verbal communication
• Attention to detail in processing orders and data
• Ability to juggle multiple tasks and prioritise
• Collaborative team player who can work independently

Responsibilities

• Comply with Det-Tronics policies and procedures.
• Manage all sales order processing including projects from inventory receipt to invoicing and reporting.
• Coordinate with Regional Sales Managers and Customer Account Managers to resolve shipping and invoicing queries.
• Update customers on order status and provide timely delivery information for metrics.
• Collaborate with DEC colleagues and vendors to meet delivery expectations.
• Prepare bespoke and system-generated shipping documents as required.
• Handle customer inquiries via phone, email, Zoom, Teams or other channels.
• Ensure accurate inventory management at external warehouses and assist with stock takes.
• Support finance with invoice queries and annual audits.
• Maintain and monitor customer mailboxes and portals with delivery updates.
• Contribute to other duties and projects as needed.

Skills

Customer order management

Customer service

MS Office

Numerical accuracy

Communication skills

Attention to detail

Multitasking

Team player

Job description

Det-Tronics is a global technology leader in industrial life safety, delivering advanced flame and gas detection, automation control and hazard mitigation solutions that help save lives, protect valuable assets and safeguard critical operations. With more than 50 years of experience, we serve mission-critical environments across offshore and onshore energy, gas turbines, clean energy, and industrial and defense markets. Our engineering expertise, rigorously tested products and global service capabilities help customers address complex safety challenges in some of the world’s most demanding environments. At Det-Tronics, our work has a clear purpose: advancing life safety technology to protect people, preserve assets and support reliable operations around the world.

Position Summary

Reporting to the Global Customer Excellence Manager, responsible for providing customer service support to customers, Regional Sales Managers and Projects Teams. Working in a busy department which represents the heart of the business and manages all customer orders, shipping and invoicing related to orders received from our regional sales offices based in the UK, Europe and Middle East.

Key Responsibilities

• Comply with Det-Tronics policies and procedures.
• To manage all sales order processing including projects, from receipt of inventory, shipping customer orders through to invoicing and reporting of the results. This can include receipt, inventory management, logistics, 3PL day to day management, shipping (includes revenue recognition)
• Liaise with Regional Sales Managers and Customer Account Managers to resolve queries relating to shipping and invoicing.
• Liaise with customers on the status of each order with updates as required for customer service metrics. Produce OTD metrics for strategic customers, identify improvement opportunities and implement.
• Liaise with the Detector Electronics Corporation (DEC) colleagues and vendors to ensure customer delivery expectations are met. over order deliveries to meet our customers needs.
• Provide customers with bespoke shipping documents, system generated shipping documents, as and when required
• Dealing with enquiries from customers and regional offices, by telephone, email, Zoom, Teams or other as applicable.
• Ensure accurate inventory management at the external warehouse facility, assist with stock takes, investigating any discrepancies, identifying improvement opportunities and implementing them.
• Assist finance team with invoice queries.
• Assist finance team with annual audit queries.
• Maintain and monitor customer mail boxes.
• Monitor, update and maintain customer portals including uploading documents and updating delivery information
• Other duties and projects as specified.

Required Qualifications

• Customer order management and processing experience
• Good understanding to deliver excellent customer service
• Computer literate with a good working knowledge of Microsoft applications
• Numerical accuracy
• Articulate, good written and verbal communication
• Accurate, good attention to detail
• Ability to prioritise, manage multiple tasks
• Team player and able to work on own initiative

Behaviors Required Are

• Positive, enthusiastic attitude with a friendly and approachable personality
• Flexible to changing priorities
• Co-operative and collaborative with all team members
• Self-awareness to modify and choose appropriate behavior to positively influence a situation

Benefits

• Competitive compensation
• Professional development opportunities
• Flexible working arrangements including partial remote work

Our commitment to you

We offer you a dynamic and international work environment in a company with high technology products, a strong growth strategy and people who are passionate about safety. At Spectrum Safety Solutions we value diversity in all its forms and we believe that it is our excellent, highly skilled people who make success, competitive excellence and innovation happen. Join us to our mission to protect people, property and business continuity!

Join us and make a difference.