Customer Support Administrator

Customer Support Administrator

Gentex Corp, St. Helens, England, United Kingdom – Customer Service

About this position

Job Type: Full-time

Description

The Customer Support Administrator is responsible for managing the full customer order lifecycle from entry through to delivery, ensuring accuracy, timely communication, and a seamless customer experience. Works in close co‑operation with Sales, Planning, Quality, and Logistics to meet customer requirements and delivery expectations.

Responsibilities

• Accurate entry of customer orders onto the company’s computer system.
• Production of all associated order documentation.
• Establish and maintain regular communication with customers by telephone and email in conjunction with business transactions.
• Identifying and assessing customers’ needs to achieve satisfaction through regular communication by telephone and e‑mail.
• Screening of sales enquiries.
• Become familiar with the product lines and their applications and make recommendations as appropriate.
• Effectively handle, report issues and trends reported from customers and provide feedback and recommendations.
• Update customer information in the prevailing customer CRM systems.
• Claims and returns processing.
• Booking shipments with freight providers.
• Order management to ensure delivery in full and on time (DIFOT).
• Follow‑up on required product licences and ensure relevant documentation is completed.
• Any other duties related to the successful performance of the role.

Skills & Experience

• Demonstrate solid customer service abilities in all facets of customer services and customer satisfaction.
• Strong verbal and written abilities, as well as excellent listening and feedback skills.
• Attention to detail.
• Working experience of SAP.
• In‑depth understanding of the Order to Cash process within a manufacturing environment.
• Working experience of Microsoft Excel and reporting.

Working Hours

Monday to Thursday 08:00 – 16:30, Friday 08:00 – 13:00

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