BRACKMILLS, NORTHAMPTON. FULLY OFFICE BASED.

Match Recruitment are recruiting on behalf of their client based in Northampton. Our client is a globally renown manufacturing business, supplying most of the well-known brands like Amazon, Royal Mail, McVities, Waitrose and John Lewis and many more.
We’re looking for someone who is highly organised, adaptable, and dedicated to delivering exceptional customer service. If you’re someone who thrives under pressure, enjoys supporting customers and takes pride in delivering outstanding customer service, please keep on reading!

SUMMARY OF THE ROLE:

As a key member of our client’s fast-paced Service team, you’ll be the first point of contact for all inbound enquiries via telephone and email for our client’s helpdesk. The position offers a 50/50 balance between customer service and administrative duties, requiring a highly organised, methodical, and adaptable approach. Success in this role calls for exceptional communication skills, a commitment to outstanding customer service, and the ability to resolve issues calmly and effectively.

RESPONSIBILITIES AND DUTIES:

· Monitor the helpdesk email inbox, filtering and forwarding messages to the appropriate colleagues as needed, such as site attendance and breakdown requests to the relevant area coordinator.
· Answer incoming calls from customers and field-based staff, including engineers (expected calls circa 25-30 calls per day)
· Handle enquiries from engineers and internal team members.
· Assist customers with queries and escalations, providing timely and accurate responses.
· Monitor key account portals daily to ensure information is kept up to date.
· Route purchase orders to the correct team member for processing.
· Support the conversion of customer quotations into orders.
· Provide customers with updates on converted quotations and track service level agreements (SLAs) from start to completion to ensure lead times are met.
· Engage with customers to gather feedback on service quality and delivery.