The Customer Service Assistant is responsible for accurately creating and maintaining customer sales orders within the IQ system. They also provide timely updates to customers, respond to enquiries, and help resolve issues related to deliveries and returns.

The main goal of this role is to ensure customer orders are fulfilled correctly and delivered on time.

Customer Service Assistant responsibilities:

• Enter customer orders into the system, ensuring accuracy and compliance with procedure.
• Assign stock to orders-based on specific requirements.
• Monitor and manage orders-that are unallocated or on hold, resolving issues as needed.
• Process customer returns-by creating credit notes and replacement orders.
• Respond to customer enquiries-with updates on order progress, complete customer order books via spreadsheets or portals, and generate internal versions as agreed.
• Coordinate with Procurement, Goods Inwards, and Despatch teams-to ensure timely receipt of deliveries and dispatch of customer orders taking full ownership of resolving customer issues.
• Track and report Key Performance Indicators (KPIs)-to support continuous improvement efforts.
• Review Master Orders-to ensure they are being used correctly and that Sales Coordinators engage with customers when needed.

-

-

Skills & experience required:

• Demonstrates strong attention to detail and takes initiative to complete tasks independently.
• Builds positive relationships with customers, even in challenging situations, through effective communication and empathy.
• Listens actively and advocates for customer needs
• Manages time well and prioritizes tasks effectively to support team goals.
• Confidently uses company systems and customer portals to access and manage information.
• Skilled in creating and working with documents and spreadsheets.
• Maintains high standards of accuracy, consistency, and completeness in all administrative work.
• Efficiently handles large workloads with ease and professionalism.

-

Wild Recruitment Ltd T/A First Recruitment Services is acting as an employment agency in relation to this vacancy.