This role plays a central role in delivering exceptional service to customers while ensuring the smooth processing of quotes and orders. Acting as a key link between customers, production and transport, the role ensures accurate information flow, timely deliveries, and effective issue resolution. It also includes providing basic first line technical support, helping customers understand products and resolve basic technical queries.
About The Role
* Customer Interaction & Enquiries - Proactively manage multi-channel customer enquiries, aiming for complete and timely responses within KPI targets, and striving for first contact resolution to enhance satisfaction and efficiency. Resolve order discrepancies, delivery issues, and product‑related queries promptly.
* Order & Quote Management - Accurately process customer quotes and orders into the system and issue order confirmations within defined KPI timeframes, maintaining a ‘right first time’ ethos to ensure precision and efficiency
* Production Liaison - Coordinate with production teams to confirm lead times, capacity, and any special requirements
* Transport Coordination - Work with our internal transport department and our partners to schedule deliveries, resolve delays, and keep customers informed
* Technical Assistance - Provide first‑line technical support, helping customers understand product specifications and troubleshoot common issues
* Complaint Resolution & Claims Handling - Take ownership of customer complaints from recording to resolution, delivering outcomes within KPI targets and managing expectations with transparency and care. Facilitate claims and credits while engaging internal and external stakeholders to ensure seamless problem-solving
* Relationship Management - Build strong, lasting customer relationships by delivering consistently professional and courteous service, reinforcing trust and loyalty at every touchpoint
* Documentation & Reporting - Maintain accurate records, update CRM/ERP systems, and support internal reporting requirements
* Continuous Improvement - Drive and support continuous improvement efforts to streamline processes, boost efficiency, and deliver an exceptional customer experience
* Data Protection Compliance - Ensure full compliance with data protection regulations, upholding the highest standards of confidentiality and integrity in all customer and business data handling processes
* Company Values & Leadership - Consistently exemplify Brett Martin’s core values and customer-first principles by modelling professional behaviours, fostering a culture of excellence, and encouraging best practices across all interactions
* Ad-Hoc Support - Flexibly support wider business needs through the completion of ad-hoc tasks, including reception cover and other duties that contribute to smooth day-to-day operations
Required Criteria
* • Logical, efficient and effective problem solver with a calm, solution focused approach
* • Technical ability to understand product information and explain it clearly
* • Previous customer service experience in high pressure setting
* • Ability and willingness to learn
* • Excellent verbal and written communication – both formally and informally
* • Experience using CRM/ERP systems and Microsoft Office applications
Desired Criteria
* • Previous experience or knowledge of industrial, construction or manufacturing industries
* • Ability to interpret basic technical drawings/specifications
* • Familiarity with continuous improvement principles
* • Background in order processing within an ERP system
Skills Needed
About The Company
At Brett Martin, you’ll join a workplace where our teams have created a positive working and learning environment. We have career pathways for everyone, whether you’re looking for a specific office role or would like to work hands-on with products. No matter which area of the business you join, you’ll find plenty of opportunities to learn new skills and develop a rewarding career.
Company Culture
Brett Martin, established in 1958, is a leading independent manufacturing company based in Northern Ireland, employing around 1,000 people across its UK sites. With a head office in Mallusk, Co. Antrim, it specializes in plastic sheets, roof light systems, and plumbing and drainage products. Known for its commitment to investment in technology, sustainability, innovation, and employee development, Brett Martin is a top Northern Ireland employer. The company boasts a turnover of £195 million, 50% of export sales to over 74 countries, and 25% of its operations are sustainably powered.
Company Benefits
Brett Martin offers a comprehensive range of rewards and benefits to its employees. The company is committed to safeguarding the health, safety, and wellbeing of its staff by providing life assurance, safety wear, HR support, and free car parking. In terms of pay and benefits, employees enjoy competitive salaries, profit-related pay, uniform allowance, and an employer contributory pension scheme. Brett Martin also invests in the development of its employees through access to training courses, progression opportunities, and travel experiences. The company fosters a positive working environment with charity and fun day events, team building initiatives, service-linked holidays, and suggestion scheme rewards.
Performance bonuses, Retirement plan and/or pension, Free parking, Cycle to work, Life insurance, Long service recognition, Employee Assistance Scheme, Wellbeing Scheme, Work With Charities, Social Opportunities, Employee of the Month, Employee Recognition Scheme, Annual performance review, Culture of recognition, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Service recognition increases to annual leave, Staff celebration events
Salary
Not disclosed