Customer Service Representatives

Role Overview

This customer service and order support role helps ensure customer requests move accurately from order entry through fulfilment and delivery. You will keep records current, coordinate with internal teams, and address queries or problems promptly, supporting reliable service and strong customer relationships.

Key Responsibilities

• Receive and process customer orders, checking details for accuracy and following them through to fulfilment.
• Maintain customer, order, and service records in the relevant systems, including ERP or order management platforms.
• Coordinate with logistics, sales, supply chain, and other internal teams to support deliveries and resolve order issues.
• Respond to customer questions and complaints, investigate concerns, and help reach timely resolutions.
• Monitor order and service performance information, review dashboards, and prepare reports as required.
• Support processes involving delivery coordination and credit control.
• Identify suitable opportunities to support cross-selling or upselling while addressing customer needs.
• Manage competing requests carefully and contribute ideas for improving customer service and order processes.

Requirements & Qualifications

• At least a high school education.
• A minimum of one year of relevant experience in customer service, order management, sales support, logistics coordination, or a related area.
• Further study in customer service, business administration, sales, supply chain management, or a related discipline is an advantage.
• Experience in FMCG, manufacturing, or distribution is beneficial.
• Computer literacy and confidence using office applications; experience with customer databases, order management systems, or ERP platforms is an advantage.
• Familiarity with Sage order processing systems is beneficial.
• Ability to manage orders, maintain accurate records, and prepare reports, with basic data analysis skills and the confidence to interpret performance dashboards.
• Understanding of order fulfilment, delivery coordination, credit control, and customer service processes.
• Strong communication, organisation, and problem-solving skills, with close attention to detail and a professional, accountable approach.