Customer Service Specialist (Account Operations)
The Role:
We are recruiting a Customer Service Specialist to join a fast-paced and growing manufacturing environment. This role is ideal for someone who enjoys managing end-to-end customer orders, working across multiple internal teams, and providing a high level of service to external customers.
As a Customer Service Specialist, you will play a key role in account operations, order management, and customer communication. You will work closely with production, purchasing, and sales teams, using systems such as SAP, CRM platforms, and Excel to ensure accurate processing, timely delivery, and excellent customer experience. This role suits a proactive, organised individual who thrives in a collaborative, detail-focused environment.
Main Responsibilities:
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Managing end-to-end customer orders and workflows
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Building and maintaining strong customer relationships via phone, email, and Teams
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Responding to customer queries and providing timely updates
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Processing order changes, rescheduling, rework, return, and repair orders
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Collaborating with production and purchasing teams to meet delivery requirements
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Managing shortages, escalations, and schedule amendments
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Raising credit and debit notes
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Maintaining accurate system data including pricing, quotes, RFQs, BOMs, and drawings
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Reviewing and updating customer order books and communicating changes
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Supporting sales forecasting and job costing activities
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Attending production meetings and escalating potential issues
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Assisting with stock takes and audits
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Recommending solutions to meet customer requirements
Skills / Experience:
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Previous experience in a customer service, sales support, or account operations role
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Highly organised with excellent attention to detail
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Strong problem-solving and proactive approach
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Advanced Microsoft Excel skills (essential)
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Confident working independently and as part of a team
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Comfortable operating in a fast-paced manufacturing or operational environment
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Understanding of technical drawings (desirable)
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SAP experience (desirable)
Salary & Working Hours:
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Salary: Competitive, dependent on experience
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Hours: Full-time, Monday to Friday
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Early Finish: 12:30pm finish every Friday
Benefits:
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25 days annual leave plus bank holidays (increasing with service)
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Private healthcare and dental cover
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Income protection and life assurance
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Profit share bonus scheme
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Annual salary review scheme
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Employee assistance programme
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Discount platform
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Enhanced family-friendly policies
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Regular company events