Customer Service Representative

Role Title

Customer Service Representative

Type

Full-time

Permanent

Sheffield S20 3FR

38 hours per week

Role Function

Customer Service

Reporting to

Senior Customer Service Manager

Role Purpose

A hybrid role combining customer service, operational support across systems, and EU exports. The role ensures excellent customer experiences, accurate technical guidance, and smooth coordination across internal systems, internal teams and 3PL partners.

Key Responsibilities

Customer Service Support

• Excellent customer service skills, both spoken and written
• Strong multi-tasking skills
• Respond to customer enquiries across phone, email, and social channels.
• Attention to detail and accuracy in administration
• Process orders, replacements, and warranty claims.
• Manage complaints professionally, escalating when required.

Systems

• Confident with IT systems, such as word, excel. Experience with SAP/ Salesforce desirable.
• Maintain accurate CRM records and documentation
• Soft phone skills, use of headset whilst doing administration

Export CS/ Orders

• Export order processing – ensuring country export/import requirements are followed
• Prepare export documentation specific to country
• Coordinate with 3PL partners for EU shipments and issue resolution.
• Support logistics queries and shipment tracking.

About You

• Strong background in customer service in a fast-paced environment
• Excellent communication skills
• Experience with Export/import processes
• Confident user of IT systems; Salesforce experience preferred.
• Basic mechanical/technical understanding OR a strong curiosity for product learning.
• Organised, accurate, and able to prioritise independently.
• Positive, proactive, and collaborative approach.

Qualifications & Experience

Essential

• 2–3 years’ customer service or technical support experience.
• Strong communication and administrative skills.
• Experience with Export/import processes
• Proficient with Microsoft Office.
• Ability to multitask, prioritise, and maintain high work standards.
• Export / import experience

Desirable

• Experience with Salesforce Service Cloud or SAP B1.
• Knowledge of other languages
• Understanding of power tools or similar technical products.

Remuneration Details

• 25 Days Annual Leave
• Day off for your birthday
• Westfield Health Benefit (cover for health, optical & dental + wellbeing discounts)
• Company Profit Share (6% of Annual Salary)
• Pension Contributions
• Life Assurance
• Breakfast in the office
• Support for young families
• Employee Product Discounts
• Company Leave Benefit (Paid leave for when most needed)
• Charity Focus
• Charity Matched Donation Scheme (Evolution will match employees raising donations for charity)
• International Exposure – with offices all over the world there is opportunities to travel

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