Tower Cold Chain supports the global pharmaceutical and life science industries delivering lifesaving temperature controlled shipments. Our uniquely innovative containers maintain the cold chain, preventing shipments being spoiled or delayed, and delivering temperature sensitive products to patients on time and to help save lives. We have experienced significant growth over the past few years and are looking for new team members to help us continue that growth. What We Offer Be Part of an Innovative Leader: Join a company at the forefront of temperature-controlled supply chain solutions, where innovation drives everything we do to support the global pharmaceutical and life sciences industries. Opportunities for Growth and Development: Our commitment to integrity means we invest in your future. Take advantage of tailored training programs, clear career pathways, and ongoing support to help you achieve your career objectives. A Meaningful Impact: As a customer-centric company, your work will directly contribute to ensuring the safe delivery of life-saving products to patients worldwide, helping to improve lives and communities. A Collaborative Work Environment: Embrace a team culture built on collaboration, where you’ll work cross-functionally and gain exposure to senior leadership, ensuring your voice is heard and valued. Sustainability at the Core: Work with a company committed to creating a sustainable future, ensuring our solutions are environmentally responsible and support global healthcare needs. Flexible Working Model: We offer a hybrid working model, with three days in the office and two days working remotely, promoting a balance between collaboration and flexibility. Role: As a Customer Services Representative, you will be the voice of Tower Cold Chain, ensuring a seamless and professional customer experience. You will play a pivotal role in supporting CAMs, managing customer enquiries, optimising processes, and maintaining high service standards. Your efforts will directly contribute to achieving our global objectives, including improved team efficiency, streamlined pricing, and enhanced reporting. Responsibilities Customer Relationship Management Collaborate closely with CAMs to support client relationships and strengthen partnerships. Respond to client enquiries promptly, ensuring high service standards and timely resolution of issues. Log all client interactions and feedback accurately in the CRM to maintain visibility for CAMs. Participate in cross-training to gain knowledge of internal workflows, enabling team coverage when required. Provide actionable insights to CAMs based on client trends, challenges, or opportunities. Assist in documenting and improving processes through active feedback and use of playbooks. Sales Order and Pricing Support Accurately process sales orders, ensuring timely invoicing upon despatch or receipt. Utilise pricing guides, ensuring consistent and error-free quoting. Report special pricing cases or anomalies to CAMs to support pricing standardisation. Productivity and Issue Resolution Focus on reducing issue resolution times, prioritising first-contact resolution wherever possible. Follow standardised processes for issue handling, flagging inconsistencies for review. Identify non-core tasks and escalate suggestions for reallocation to optimise team productivity. Service Desk Ticketing System Use the service desk ticketing system to log all customer interactions, queries, and resolutions accurately. Complete any required training to ensure effective use of the system. Provide regular feedback on the usability and efficiency of the service desk ticketing system to support ongoing improvements. Reporting and KPI Management Ensure accurate data entry of all client interactions, resolutions, and outcomes. Support the continuous improvement of KPIs related to response times, first-contact resolution, and customer satisfaction. Job Requirements Education & Experience: Minimum of 5 GCSEs (or equivalent), including English and Maths. Previous experience in a customer-facing or client relationship role is advantageous. Skills & Attributes: Strong organisational skills and attention to detail. Ability to build rapport with clients and internal teams through excellent interpersonal skills. Proactive problem-solving mindset with a focus on delivering timely solutions. IT literacy, including proficiency in Outlook, Excel, Word, and PowerPoint (Microsoft 365 preferred). Strong time management skills and the ability to prioritise tasks effectively. What We Offer: Competitive salary bonus Benefits package A supportive and collaborative work environment with opportunities for growth Important Notes: Applicants must have the right to work in the UK. Sponsorship for employment visas is not available at this time. TOWER Cold Chain is an Equal Opportunities Employer, committed to creating an inclusive and diverse workplace.