Customer Service Specialist – UK Operations

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 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.