JOB SUMMARY

Graham’s the Family Dairy, Scotland’s number one chosen brand, are seeking to recruit a permanent Customer Service Administrator to play a key role in both customer service and administrative operations within our Team.
As the first point of contact, you will handle incoming calls, which may include customer enquiries, order placements, or service issues, ensuring prompt and professional service. In addition to managing phone and email communication, you will also be responsible for processing orders, coordinating stock transfers, and reconciling driver deliveries.
This is a versatile role that requires excellent multitasking, organisational skills, and the ability to provide a seamless customer experience while managing essential back-office functions.

SKILLS / QUALIFICATIONS

· Experience in customer support and office administration, preferably in the dairy or food industry is advantageous.
· Strong organisational and multitasking abilities, with attention to detail and accuracy in data entry.
· Proficiency in Microsoft Office Suite and experience with order processing systems.
· Ability to manage multiple tasks effectively in a fast-paced environment while maintaining high level of accuracy.
· Excellent communication skills, both verbal (for handling phone enquiries) and written (for email and chat support).
· Strong problem-solving skills, with the ability to resolve customer complaints and discrepancies in reconciliations or order processing.
· Collaborative mind-set, able to work with internal teams such as distribution, sales, and production.
· Excellent customer service skills, with a focus on creating positive customer experiences.
Job Type: Part-time
Pay: £12.75 per hour
Expected hours: 24 per week

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• Free parking
• On-site parking

Schedule:

• Every weekend

Ability to commute/relocate:

• Stirling FK9 4RW: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (required)

Experience:

• Microsoft Excel: 1 year (required)
• Office: 1 year (preferred)
• Administrative: 1 year (preferred)
• Database administration: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In perso

· Act as the first point of contact for incoming calls, addressing delivering enquiries, stock enquiries, and processing orders.
· Respond to customer emails and chats, resolving any queries.
· Process customer orders received via email, WhatsApp and phone, ensuring accuracy in product details, quantities, and delivery schedules.
· Manage and reconcile driver reports daily, ensuring all deliveries, payments, and stock records are accurate.
· Handle product transfers between locations.
· Maintain accurate records of customer interactions, orders, transfers, and driver reconciliations.
· Escalate complex customer service issues to relevant departments while ensuring timely resolution and follow-up.