About the Job Our client is seeking an experienced Customer Service Agent to join our team at their Rainham manufacturing plant This is an exciting opportunity for a dynamic individual who has experience in dealing with business customers, in playing a critical role in ensuring customer satisfaction, operational efficiency and effective communication, by delivering an excellent customer service experience, on high-end products and services What you will be responsible for: · Working as part of a team in delivering a high standard of service to our business customers. · Escalate unresolved or complex customer issues to relevant department or higher-level when necessary. · Maintain and update customer records using CRM systems to ensure accurate data and track support interactions. · Assist in co-ordinating projects that require cross-functional collaboration. · Promptly responding within a timely manner to queries on order status, stock availability and pricing, product information, product technical support, order discrepancies, claims, account status etc. · Proactively actioning and managing customer and Sales force emails. · Understanding and delivering to the customers' expectations and deadlines. · Proactively managing customers to ensure they are fully informed of the progress of their orders through to shipment, ensuring service expectations are met. · Logging complaints/quality issues on CRM. · Working closely with colleagues across other departments and sister companies ensuring information and process are integrated and aligned. · Proactively managing the customer active order book with the Sales force. · Full process handling for the return of faulty product, ensuring all relevant procedures are followed. · Any other duties as required by the Manager for the smooth and efficient operation of the department. What you will already have: · Ability to use own initiative in a proactive manner. · Have knowledge of export and commercial invoicing (desired). · Strong attention to detail (essential). · Possess the ability to problem solve, prioritise and work under pressure. · Have excellent customer service, relationship and communication skills. · Be proficient in MS Office Suites (desired). · Experience of EFACS/Sage or alternative ERP systems (desired). · CXone/Hubspot CRM knowledge (desired). · Enjoy working as part of a well-established team. · Willingness for continuous learning and development Core Competencies · Customer Service Excellence · Problem Solving Skills · Time Management and Organisation · Adaptability, Flexibility and Resilience · Emotional Intelligence · Business Acumen