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Customer Service

Analysis

Microsoft Office

Standard Operating Procedures

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Position Overview:

The Customer Service Representative is responsible for delivering exceptional customer support and ensuring the smooth execution of order and account management processes. This role serves as the primary point of contact for customers, coordinating closely with internal teams to resolve service issues, maintain accurate records, and uphold company standards for quality and compliance.

Key Responsibilities:

• Act as the primary contact for customers via phone, email, and customer portals, providing professional and timely responses to all enquiries.
• Manage customer accounts, ensuring the accuracy of orders, pick requests, stock movements, and invoicing details.
• Collaborate with warehouse, transport, and operations teams to resolve service-related issues and proactively communicate updates to clients.
• Process sales orders, returns, receipts and adjustments through the ERP/WMS system.
• Escalate complex or urgent service and operational issues to the Customer Service Manager or Operations Manager as appropriate.
• Assist with the investigation and resolution of stock discrepancies, damages, or delivery failures.
• Support company compliance by maintaining accurate documentation and records.
• Maintain and regularly update customer Standard Operating Procedures (SOPs).
• Identify opportunities for process improvement and contribute feedback to enhance the overall customer experience.
• Perform general administrative and office duties, including scanning, filing, shredding, and managing stationary supplies.
• Maintain cleanliness and organisation of office, reception, and kitchen areas.
• Complete stock transfers and adjustments as required.

Key Skills and Attributes:

• Strong communication and interpersonal skills, with a customer-focused mindset.
• Excellent attention to detail and accuracy in data entry and record management.
• Ability to multitask and prioritise effectively in a fast-paced environment.
• Proficiency with ERP/WMS systems and Microsoft Office Suite (Word, Excel, Outlook).
• Strong problem-solving and analytical skills.
• Collaborative approach, with the ability to work effectively across teams.

Qualifications and Experience: