Customer Services Agent

Techtronic Industries - TTI; Marlow; On-site; GBP 26,000 - 32,000; Full time

Job summary

Techtronic Industries - TTI in the United Kingdom is seeking a highly organised Customer Services Agent on a fixed-term contract through to end of September 2027 to support busy B2B operations.

You will focus on accurate order processing in SAP and Salesforce, handle FOC and single-line orders, monitor queues, and coordinate with internal teams to meet service targets. The role requires meticulous data entry, strong MS Office skills, and excellent customer communication.

Qualifications

• High-volume order processing experience preferred.
• Attention to detail in a process-driven environment.
• Experience in B2B customer service ideal.
• Excellent verbal and written communication.
• Experience with SAP/Salesforce CRM systems is desirable.

Responsibilities

• Accurately process and manage a high volume of customer orders, including FO C and single-line orders.
• Monitor order queues and prioritise workload to meet service levels and targets.
• Deal directly with customers by phone, electronically or in person.
• Manage orders per internal SOPs and customer/vendor compliance.
• Handle and respond to general and order-specific enquiries; provide pricing and delivery information.
• Obtain and evaluate information to handle product and service enquiries.
• Organise workflow to meet customer timeframes; log enquiries and actions taken.
• Coordinate with Sales, Planning, Logistics and After Sales Support for resolution.

Skills

Data entry

Customer service

SAP knowledge

CRM systems

MS Office

Phone handling

Communication skills

Tools

SAP

Salesforce

CRM

MS Office

Job description

We're looking for a highly organised Customer Services Agent to step into a fixed-term contract until end of September 2027 to support ongoing project work and make an immediate impact within our busy B2B environment. If you thrive on handling high volumes, enjoy working with data, and take pride in getting every detail right, this is your chance to play a vital role, within a great team! This role is primarily focused on the accurate processing and administration of customer orders within SAP and associated systems including Sales Force. The successful candidate will be responsible for managing a high volume of order transactions, including free‑of‑charge (FOC) orders and single‑line orders, ensuring all data is entered accurately and processed in line with internal procedures and customer requirements.

• Accurately process and manage a high volume of customer orders, with a particular focus on free‑of‑charge (FOC) and single‑line orders.
• Monitor order queues and prioritise workload to meet agreed service levels and processing targets.
• Deal directly with customers either by telephone, electronically or face to face
• Manage all customer orders as per the internal SOP's and customer vendor compliance
• Handle and respond efficiently to all general and order specific customer enquiries
• Provide pricing and delivery information
• Obtain and evaluate all relevant information to handle product and service enquiries
• Organise workflow to meet customer timeframes
• Log details of enquiries, comments and complaints and details of actions taken
• Provide feedback on the efficiency of the customer service process and areas of improvement
• Communicate and coordinate with internal and third‑party stake holders to include Sales, Planning, Logistics and After Sales Support
• Carry out other ad‑hoc duties as required from time to time
• Previous experience within a B2B Customer Service position is ideal but not essential
• Previous order processing experience ideal
• Strong data entry experience is essential
• Highly detail‑orientated and comfortable working in a process driven environment where accuracy and efficiency are critical.
• Knowledge of CRM systems ideal
• A self‑motivated, passionate, and enthusiastic approach to work and providing excellent customer service. Excellent communication skills, both oral and written
• Outstanding verbal communication skills and with experience of dealing with challenging customer complaints
• Professional and empathic approach to resolving issues
• Strong Ms Office Skills
• Excellent time management and goal orientated focus
• SAP knowledge is preferable
• Techtronic Industries (TTI) is a world leader in cordless technology spanning power tools, accessories, hand tools, outdoor power equipment, as well as floorcare & cleaning products. Our focus is on end‑users that range from professionals in the industrial, construction and infrastructure sectors to DIYers in home improvement, repair, and maintenance. TTI's powerful brand portfolio includes MILWAUKEE®, RYOBI®, AEG® - recognized worldwide for their deep heritage and innovative product platforms of superior quality.
• The company maintains a global manufacturing and product development footprint, with record world‑wide sales of approximately US$15.2 billion and around 50,000 employees in 2026. Hiring exceptional people is a top focus at TTI. This drives a high‑performance culture across all levels of our organization and helps to achieve our vision of being number one in the industries we serve. Our unique high‑speed decision‑making process supports our acute focus on developing superior products and meeting high customer expectations. We view our winning culture as a competitive advantage that powers our growth.