Customer Service & Sales Support 

• Respond promptly to customer enquiries via phone and email, providing accurate information about products, pricing, availability and order status 
• Build and maintain strong relationships with key customers and support the team in delivering excellent customer service 
• Handle escalated customer enquiries, complaints and complex issues, ensuring appropriate and timely resolution 
• Process and oversee complex customer orders accurately and efficiently in SAP 
• Collaborate with the sales team to support sales initiatives, prepare quotes and sales orders and identify opportunities to improve customer service 

Team Leadership & Management 

• Motivate and lead from the front by working within the customer service team to achieve high standards of customer service and operational performance 
• Allocate and coordinate workloads across the team to ensure customer enquiries and orders are managed efficiently 
• Coach, mentor and develop team members, providing regular feedback and support 
• Monitor team performance against agreed service levels, KPIs and business objectives 
• Identify training and development needs and support continuous improvement within the team 
• Promote a positive, collaborative and customer-focused team culture 
• Run recruitment, onboarding and performance management for customer service team members  

Who We Are Looking For 

• Minimum 3 years of experience in a Customer Service Management, Team Leader or Senior Customer Service role 
• Recent experience in a fast-paced manufacturing environment, entering orders and supporting key customers
• A proactive leader with a passion for designing workflows and efficient processes within a growing organisation 
• Self-driven approach with the ability to work independently while also leading and supporting a young team 
• Excellent attention to detail and the ability to ensure complex customer orders are processed accurately 
• Strong organisational skills with the ability to prioritise workloads in a fast-paced environment 
• Excellent communication, interpersonal and negotiation skills 
• Strong computer skills; experience with SAP and CRM systems is an advantage 
• Experience with metal roofing, sheet metal, steel or related building products is highly desirable 
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