What You’ll Be Doing

• Act as a key day-to-day contact for assigned customers.
• Respond to customer queries and provide clear, accurate updates.
• Manage queries relating to orders, production, deliveries and documentation.
• Take ownership of customer issues from initial contact through to resolution.
• Work with production, engineering, supply chain, buying, stores, logistics and sales to get answers and resolve problems.
• Follow up on internal actions and make sure agreed deadlines are met.
• Keep customers informed when delays or issues arise.
• Understand the issue and recovery plan before communicating back to the customer.
• Identify issues that need to be escalated to senior management or the Account Manager.
• Keep track of open customer actions and ensure they are closed.
• Build strong working relationships with customer contacts.
• Identify recurring customer issues and work with internal teams to improve the service provided.
• Develop a good understanding of each customer, their projects, requirements and expectations.
• Support Account Managers by handling day-to-day operational matters, allowing them to focus on account development and customer relationships.

What We’re Looking For

• Strong B2B customer-facing experience.
• Excellent communication skills, both written and verbal.
• Strong organisational and follow-up skills.
• Experience coordinating with different departments or teams.
• Confidence dealing with customers when something has gone wrong.
• The ability to investigate problems and find solutions.
• Good judgement around when to resolve an issue yourself and when to escalate.
• Strong attention to detail.
• Experience working with ERP, CRM or other business systems.
• The ability to manage several customer requirements at the same time.

Experience within manufacturing, engineering, construction, fit-out, supply chain or another technical environment would be an advantage, but it is not essential.

You should be:

• Professional and confident with customers.
• Calm when dealing with problems or pressure.
• Organised and able to prioritise.
• Comfortable following up with colleagues at all levels.
• Customer-focused while understanding the needs of the wider business.
• Someone who takes ownership rather than simply passing an issue to another department.