Customer Service Specialist B2B

Ariat Europe Ltd; Harwell; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Private Medical Insurance

Life Assurance

Critical Illness Cover

Employee Assistance Programme

Cycle to Work Scheme

Company Bonus Scheme

Employee Purchase Scheme

Birthday day off

Holiday Purchase Scheme

Bring your dog to work scheme

Free onsite Parking including EV充電ポイント

Job summary

Ariat Europe Ltd. is seeking a Customer Service Specialist B2B to support delivery of top-tier service to our B2B retailers. You will work closely with Area Managers, Finance, Product, and Warehousing to process orders and handle queries across multiple systems.

Day-to-day you will respond to tickets by phone and email, maintain KPI performance, and build strong relationships with key accounts while ensuring accurate, timely order fulfilment from Harwell.

Qualifications

• Experience delivering high-volume customer service.
• Ability to work under pressure in a busy environment.
• Excellent written and verbal communication.
• Proficiency with CRM and back-office systems.

Responsibilities

• Process B2B customer orders across multiple systems.
• Respond to tickets via phone and email within KPI framework.
• Coordinate with Area Managers, Finance, Product and Logistics.
• Proactively manage relationships with Key Accounts.
• Resolve post-order queries on payment, shipping and invoicing.

Skills

Customer service

Teamwork

Communication

Time management

Tools

Salesforce Service Cloud

SAP

MS Office

Job description

Job title

Customer Service Specialist B2B

Department

Customer Service

Location

Harwell, Oxford – office based 3 days

Reports to

Customer Service Team Leader

Direct Reports

N/A

Job Details

To work closely with our Area Managers, Finance, Product, and Warehousing and Logistics teams to support the delivery of a best-in-class customer service to our B2B retailers.

This includes responsibility for customer order processing across multiple systems, responding to tickets and managing queries in a timely and accurate manner via phone and email. This is within an agreed KPI framework.

Day to Day Responsibilities

• Work closely with the Senior Customer Service specialists and Team leader to ensure all processes are correctly adhered to in order to resolve a variety of customer service queries.
• Build a relationship with and co-ordinate closely with the Area Managers and Finance to best service customers, predominately of a defined region.
• Pro-actively build relationships with Key Accounts, to maximise order book and deliver goods efficiently.
• Manage order book predominantly for a defined region of accounts, maximising timely shipments and communicating live items as required to customers.
• Reply to pre-order questions about product specifications and availability via phone, email, and other channels.
• Provide guidance across the Elastic ordering process when required.
• Address and resolve post-order queries or actions regarding payment, shipping, stock allocation, invoicing, and delivery.
• Work within KPI framework as defined by Team Leader.
• Utilise a variety of software programs to resolve customer queries and manually complete orders when required.
• Perform daily order checks to ensure orders from Elastic are processing correctly into the back-office systems and identify potential issues.
• Support colleagues, team leader and Customer Service Manager as and when required.
• Participate in all other duties and special projects as assigned.

About You

• Passion for providing exceptional customer service.
• Positive and team-oriented attitude.
• Experience working under pressure in a high-volume environment while maintaining standards in productivity, quality, and service.
• Capacity to multi-task and shift focus as required, with an excellent sense of prioritisation and timekeeping.
• Organised, detail-oriented, and proactive.
• Strong interpersonal skills and articulate in both verbal and written communication.
• Proficient user of IT systems, including MS Office.
• Working knowledge of SalesForce Service Cloud is an advantage.
• Ability to make sound decisions with a strong sense of urgency.
• Ability to establish and build strong communication with other departments and customers.
• Experience working with SAP is desirable.

Values

Our values are ingrained in everything we do at Ariat and we believe this is what drives our success as individuals, as teams and, overall, as a Company.

Innovation

Be bold and adventurous and try new things. Constantly challenge how you can create change for the better. Learn from the past and don’t let it limit you.

Integrity

Do the right thing because it’s the right thing to do. Say what you mean and do what you say. Build trust through consistency, dependability and honesty.

Quality

All work matters. Be proud of your work and strive to have it reflect your best and the best of Ariat.

Respect

Communicate openly, directly and constructively. Recognise different perspectives and listen with an open mind. Be thoughtful in how you show up and interact with others.

Teamwork

Create fun and joy and contribute to the Ariat family spirit. Focus on people’s strengths. Learn from others and share your own knowledge and experience. Ask for help when you need it and offer to help when others may need it.

Benefits

• Private Medical Insurance
• Life Assurance
• Critical Illness Cover
• Employee Assistance Programme
• Health & Wellbeing Points Scheme
• Cycle to Work Scheme
• Company Bonus Scheme
• Employee Purchase Scheme
• Employee Referral Programme
• Birthday day off
• Holiday Purchase Scheme
• Bring your dog to work scheme
• Employee Volunteering policy
• Working from a different location policy
• Free onsite Parking including 2 electric charging points