Senior Customer Service Representative

GI Group Main Account; Hemel Hempstead; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

Gi Group are seeking a Senior Customer Service Representative to support our client's existing team in a hybrid role in Hemel Hempstead. You will handle enquiries, process orders and quotations, and maintain detailed customer records from initial contact through to fulfilment.

You will use ERP systems (Oracle/SAP) to track orders, resolve issues, and provide proactive updates. Strong data accuracy, problem solving, and cross-functional collaboration will be essential as you support process

Qualifications

• 1+ year customer service experience (SSC/multinational preferred).
• Proficient in Microsoft Office (Word, Excel, Outlook).
• ERP experience required (Oracle and/or SAP).
• High attention to detail and accurate data entry.

Responsibilities

• Respond to customer enquiries via phone/email.
• Process orders end-to-end (entry to fulfilment).
• Prepare and manage quotations.
• Maintain accurate customer data and documentation.
• Track orders/shipments and resolve delivery, invoicing, or documentation issues.
• Liaise with internal teams to resolve queries efficiently.
• Provide proactive customer updates and follow-up.
• Support process improvements and cross-training.

Skills

Customer service

ERP systems

Microsoft Office

Order processing

Data entry accuracy

Problem solving

Team player

Tools

Oracle

SAP

Job description

Mon to Fri, Hybrid / 08:00 to 17:00 (Hours are flexible)

GI Group are seeking a Senior Customer Service Representative to support our client's existing team. You will deliver excellent customer support from first contact through to order fulfilment, handling enquiries, processing orders and quotations, and maintaining accurate customer records. You'll be a key point of contact for internal and external customers, using ERP systems to track orders/shipments, resolve issues, and provide proactive updates. You'll also support continuous improvement initiatives and work closely with cross-functional teams.

Key Responsibilities

• Respond to customer enquiries via phone/email.
• Process orders end-to-end (entry to fulfilment).
• Prepare and manage quotations.
• Maintain accurate customer data and documentation.
• Track orders/shipments and resolve delivery, invoicing, or documentation issues.
• Liaise with internal teams to resolve queries efficiently.
• Provide proactive customer updates and follow-up.
• Support process improvements and cross-training.
• 1+ year customer service experience (SSC/multinational preferred).
• Proficient in Microsoft Office (Word, Excel, Outlook).
• ERP experience required (Oracle and/or SAP).
• High attention to detail and accurate data entry.
• Strong problem-solving; able to prioritise and meet deadlines.
• Team player with a positive, professional approach.
• Able to work independently and adapt to new processes/technology.
• Strong organisation skills and flexibility to support wider team needs.

Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, corporate members for Neurodiversity in business, Disability Confident committed members, Gold status for the Armed Forces Covenant, Bronze trail blazers for Racial Equality matters and Age Friendly Employer pledge members.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.

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