Customer Service Agent

Techtronic Industries; United States; Hybrid; USD 30,000 - 41,000; Full time

Benefits offered by this job

Free on-site parking

Hybrid/remote option after initial 3‑2

Private Medical & Dental Insurance

Group Life Assurance

Annual Gym Allowance

Employee discount on Milwaukee and Ryō

TTI Benefits Hub discounts

Eye test support

On-site restaurant & coffee shop

Job summary

Techtronic Industries (TTI) is seeking a Customer Services Agent for its UK Operations Team based in Marlow, Buckinghamshire. You will handle customer inquiries by phone or CRM, manage orders, returns, and provide timely status updates.

The role emphasizes empathy, strong communication, data entry, and collaboration with Sales, Logistics, and After Sales teams. On-site office with potential hybrid/remote options and extensive employee benefits.

Qualifications

• Previous experience within a Customer Service environment is beneficial.
• Willingness to learn, and have a passion for delivering excellent customer service.
• Have good empathy and communication skills, and the ability to adapt these, depending on the situation or customer.
• A self-motivated, passionate, and enthusiastic approach to the role.
• Strong written communication skills and data entry.
• Computer literate with a good understanding of Excel and CRMs.
• Good time management and organisational skills.
• SAP and Salesforce knowledge is desirable but not essential.

Responsibilities

• Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems.
• Handle and respond efficiently to all general and order specific direct customer enquiries.
• Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures.
• Support with order status updates and delivery tracking queries.
• Effectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case management.
• Effectively manage the complex customer complaints and escalat[e] it to the right stakeholders to support resolutions.
• 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 and Marketing, Logistics and After Sales Support to manage queries.
• Carry out other ad-hoc duties as required from time to time

Skills

Customer Service

Empathy

Communication

Data entry

Excel

CRMs

Time Management

Organisational Skills

SAP

Salesforce

Tools

SAP

Salesforce

Job description

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.

Are you ready to make a difference? We're looking for a passionate Customer Services Agent to join our UK Operations Team!

As a Customer Services Agent, you'll dive into the thrilling world of our fast-paced Operations department, working within our dynamic Customer Service, Business to Consumer team. You'll be based in our stunning, modern office in Marlow, Buckinghamshire.

What You'll Do:

• Deal directly with customers either by telephone or electronically via internal Contact Centre Solution and CRM systems
• Handle and respond efficiently to all general and order specific direct customer enquiries
• Manage return requests effectively, whilst ensuring all relevant systems are updated as per company procedures.
• Support with order status updates and delivery tracking queries
• Effectively manage calls, enquiries, orders, complaints, returns and log all details of actions taken within CRM system to support case management
• Effectively manage the complex customer complaints and escalat[e] it to the right stakeholders to support resolutions
• 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 and Marketing, Logistics and After Sales Support to manage queries
• Carry out other ad-hoc duties as required from time to time

Why Join Us?

Exciting Benefits:

• Free on-site parking at the office
• A non-contractual work from home option (ideally on successful completion of first 3 months of employment)
• 25 days holiday + bank holidays
• Private Medical & Dental Insurance
• Group Life Assurance Benefits
• Annual Gym Allowance
• Discounted Milwaukee and Ryobi products
• Access to our TTi Benefits Hub which includes discounts with many high street retailers
• Support towards Eye Sight Tests for DSE use
• On-site 3rd party restaurant and coffee shop in our offices

Employee Wellbeing:

• Employee Assistance Programme with a confidential helpline available 24/7

Skills Required:

• Previous experience within a Customer Service environment is beneficial
• Willingness to learn, and have a passion for delivering excellent customer service
• Have good empathy and communication skills, and the ability to adapt these, depending on the situation or customer
• A self-motivated, passionate, and enthusiastic approach to the role
• Strong written communication skills and data entry
• Computer literate with a good understanding of Excel and CRMs
• Good time management and organisational skills
• SAP and Salesforce knowledge is desirable but not essential

At TTI, we are committed to being an equal opportunity employer.

We believe in creating a supportive environment where everyone can thrive and grow. If you're looking to join a forward-thinking company that values collaboration, innovation, and impact — we’d love to hear from you.

Visit https://www.ttigroup.com to find out more about us