Customer Service Specialist – Account Operations
The Role:
Are you an organised, customer-focused professional looking to take the next step in your career? We're recruiting a Customer Service Specialist (Account Operations) on behalf of a well-established, globally operating manufacturing business based in Cambridge. This is a permanent, full-time position offering a fantastic opportunity to work at the heart of a technical, fast-moving operation where your contribution genuinely matters.
In this role, you'll manage the end-to-end order process for a portfolio of accounts, acting as the key point of contact between customers and internal teams. From processing orders and handling queries through to collaborating with production and purchasing on escalations and scheduling, you'll play a central role in ensuring customers receive an exceptional, joined-up service from first contact through to delivery.
Main Responsibilities:
- Building and maintaining strong relationships with existing customers via Teams and email
- Managing the full order process, including PO changes, rescheduling, reworks, returns and repairs
- Responding to customer queries and providing timely, accurate updates
- Collaborating with Production and Purchasing teams to meet order deadlines and resolve shortages
- Raising credit and debit notes and maintaining accurate system records
- Updating and creating customer quotations, working with BOMs and technical drawings
- Reviewing and maintaining the customer order book and communicating changes internally and externally
- Assisting with sales forecasting, job costings and stock takes
- Attending production meetings and escalating issues to your line manager as needed
Skills/Experience:
- Previous experience in a customer service, account management or internal sales role
- Advanced Microsoft Excel skills – essential
- Highly organised with strong attention to detail
- Proactive, self-motivated and a confident problem solver
- Comfortable working both independently and as part of a team
- Experience in a manufacturing or technical environment – desirable
- Familiarity with SAP or similar ERP systems – desirable
- Ability to read and interpret technical drawings – desirable
Salary & Working Hours:
Salary is competitive and dependent on experience. This is a full-time, permanent position with standard Monday to Friday working hours — including an early 12:30pm finish every Friday.
Benefits:
- 25 days annual leave plus bank holidays, rising to 30 days with long service
- Early finish every Friday at 12:30pm
- Private healthcare and dental cover
- Income protection
- 4x annual salary life assurance
- Employee discount platform
- Enhanced family leave
- Company events
- Employee Assistance Programme
- Profit share bonus
- Annual merit salary review