Customer Services Administrator (m/f/d)

Customer Services Administrator (m/f/d)

Location: Wellingborough (hybrid role)

Job Purpose

• Consistently deliver an exceptional, world-class standard of customer service across all communication channels, including telephone, written correspondence, and all day-to-day operational activities.
• Provide strategic and comprehensive support to the sales function, actively contributing to the achievement of business development objectives and sales targets.
• Produce, analyse, and present accurate and insightful sales and statistical reports to management, sales teams, and customers in a timely manner, as required.
• Take a proactive leadership role in driving and contributing to both departmental and cross-functional business development initiatives, fostering collaboration and continuous improvement.

Principal Accountabilities

• Process daily customer orders, ensuring accurate data entry and verifying credit control information, pricing, and delivery details prior to completion.
• Act as the first point of contact for customers and Sales Representatives, providing timely and professional support.
• Manage customer enquiries via email, telephone, and Zendesk, delivering efficient and customer-focused resolutions.
• Provide frontline support to the Sales Team, handling queries related to pricing, product range, delivery schedules, delivery and product related issues, customer returns, credit notes, and promotional materials.
• Liaise and coordinate effectively with internal departments including Distribution, Accounts, and Planning to ensure seamless service delivery.
• Create and maintain new customer accounts, conducting appropriate vetting and compliance checks.
• Maintain and update customer data within internal systems, including contact details, pricing updates, and special delivery requirements.
• Produce month‑end cash collection reports and other regular and ad‑hoc reports for management, Area Sales Executives, and customers, often involving complex data analysis.
• Lead and contribute to process, procedure, and systems improvement projects, working independently and collaboratively across teams.
• Support colleagues within the Customer Services team as needed, promoting teamwork and operational efficiency.

Candidate Qualification

• Fully fluent in English, with strong communication and interpersonal skills. Additional language skills are very beneficial.
• Must have experience in using SAP S/4HANA and Salesforce.com systems.
• Proven experience in liaising with both internal stakeholders and external customers in a professional and effective manner.
• Highly self-motivated with a strong work ethic, demonstrating initiative, a sense of urgency, and a proactive approach to continuous improvement.
• Excellent organisational skills with the ability to multitask, prioritise workloads, and consistently meet deadlines.
• Capable of working both collaboratively within a team and independently using own initiative.
• Adaptable and resilient, with the ability to contribute to long-term projects and respond effectively to process and system changes.
• Strong attention to detail, ensuring accuracy in data entry, order processing, and record-keeping.
• Able to perform efficiently under pressure, maintaining a calm and professional approach during high workloads.
• Proficient in Microsoft Office (minimum intermediate level), with strong Excel and overall IT skills.
• Additional language skills considered a strong advantage.

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