Customer Service Representative - #1708817

Summary:

We are delighted to be supporting a global leading manufacturing company with their searches for a full time and permanent Customer Service Representative.

Our client is an organisation that deeply cares about its employees and in building a sustainable future for all, by implementing continuous improvements in sustainability and ecology across its entire function

Key responsibilities:

Sales & Customer Communication

• Proactively follow up with customers to promote products and ensure effective communication across all touchpoints.
• Respond to customer inquiries regarding product ranges, applications, production lead times, pricing, and delivery schedules.
• Manage contract renewals through negotiation of pricing, specifications, and delivery terms in line with established sales frameworks to maintain strong customer relationships.

Order Processing & Data Management

• Accurately process incoming orders to ensure timely and efficient delivery, while coordinating internally with administration, purchasing, and logistics teams.
• Monitor order progress, identify potential issues, and maintain clear communication to support on-time delivery and customer satisfaction.
• Maintain and update product and pricing information in internal systems, including price adjustments, indexations, and the introduction of new products to the customer portfolio.

Customer Relationship Management

• Handle all incoming customer requests and orders in accordance with established policies and procedures to ensure smooth and professional customer interactions.
• Maintain detailed and accurate customer records, including contracts, requests, complaints, and order information, ensuring data is updated regularly for full visibility and efficient service delivery.

Customer Satisfaction & Problem Resolution

• Resolve standard customer problems, complaints, and inquiries promptly to uphold customer confidence and satisfaction.
• Log all issues clearly, diagnose their root cause, and resolve where possible—or escalate more complex matters when necessary.
• Follow up on escalated or delegated cases, keeping customers informed throughout and ensuring accurate documentation of the case status and outcome.

Continuous Improvement

• Identify bottlenecks or inefficiencies in workflows, procedures, or systems, and actively contribute to the enhancement and optimization of team processes.

Communication & Team Coordination

• Communicate effectively with customers regarding resolutions, product alternatives, and service updates.
• Provide status updates and escalate issues to management when required.
• May support planning, coordination, and supervision of customer service team activities to ensure smooth daily operations and optimal task distribution.

Ideal Candidate:

• Holds a vocational qualification, with 2–4 years of relevant experience in customer service, sales support, or logistics.
• Experienced in managing routine and semi-complex customer interactions and standard complaints using predefined workflows and procedures.
• Capable of working independently within clearly defined instructions and routines, while prioritising tasks based on incoming workload.
• Brings strong attention to detail in handling customer data, order processing, and system updates.
• Communicates clearly and professionally, both in writing and verbally, and is comfortable preparing reports or corresponding with clients.
• Identifies areas for operational improvement and contributes to continuous process enhancement within the team.
• Confident in navigating customer management systems and adhering to compliance standards in data and relationship management

This vacancy is being advertised by New Resource Group. The services of New Resource Group are that of an Employment Agency.