About The Job

Our client is seeking an experienced Customer Service Agent to join our team at their Rainham manufacturing plant

This is an exciting opportunity for a dynamic individual who has experience in dealing with business customers, in playing a critical role in ensuring customer satisfaction, operational efficiency and effective communication, by delivering an excellent customer service experience, on high-end products and services

What you will be responsible for:
• Working as part of a team in delivering a high standard of service to our business customers.
• Escalate unresolved or complex customer issues to relevant department or higher-level when necessary.
• Maintain and update customer records using CRM systems to ensure accurate data and track support interactions.
• Assist in co-ordinating projects that require cross-functional collaboration.
• Promptly responding within a timely manner to queries on order status, stock availability and pricing, product information, product technical support, order discrepancies, claims, account status etc.
• Proactively actioning and managing customer and Sales force emails.
• Understanding and delivering to the customers' expectations and deadlines.
• Proactively managing customers to ensure they are fully informed of the progress of their orders through to shipment, ensuring service expectations are met.
• Logging complaints/quality issues on CRM.
• Working closely with colleagues across other departments and sister companies ensuring information and process are integrated and aligned.
• Proactively managing the customer active order book with the Sales force.
• Full process handling for the return of faulty product, ensuring all relevant procedures are followed.
• Any other duties as required by the Manager for the smooth and efficient operation of the department.

What you will already have:
• Ability to use own initiative in a proactive manner.
• Have knowledge of export and commercial invoicing (desired).
• Strong attention to detail (essential).
• Possess the ability to problem solve, prioritise and work under pressure.
• Have excellent customer service, relationship and communication skills.
• Be proficient in MS Office Suites (desired).
• Experience of EFACS/Sage or alternative ERP systems (desired).
• CXone/Hubspot CRM knowledge (desired).
• Enjoy working as part of a well-established team.
• Willingness for continuous learning and development.

Core Competencies
• Customer Service Excellence.

• Problem Solving Skills.

• Time Management and Organisation.

• Adaptability, Flexibility and Resilience.

• Emotional Intelligence.

• Business Acumen.