Customer Service Representative West Bromwich Recruiting on behalf of our client About the Company We are supporting a leading manufacturer and distributor of electrical, mechanical, and safety infrastructure solutions. With a strong global footprint and a commitment to continuous improvement, our client delivers high-quality products that support essential industries worldwide. Who Were Looking For Our client is seeking an enthusiastic and motivated Customer Service Representative to join their team in West Bromwich. This role is central to ensuring customer satisfaction, resolving queries efficiently, and supporting internal departments to deliver an excellent end-to-end customer experience. You will act as a key point of contact, helping to build customer loyalty and supporting the companys commercial objectives through exceptional service. Key Responsibilities Respond promptly and professionally to customer enquiries via phone and email. Process returns and provide frequent updates to customers. Manage and investigate complaints, delivering effective resolutions. Work collaboratively with production, logistics, and sales teams to ensure customer needs are met. Maintain accurate and up-to-date records of all customer interactions within the CRM system. Follow up with customers to ensure satisfaction and long-term relationship building. Identify opportunities to enhance customer service processes. Conduct root-cause analysis to understand drivers of order issues and support continuous improvement. Monitor the order fulfilment process, identifying obstacles and coordinating corrective actions. Perform additional duties as required. Skills & Experience Required Strong verbal, written, and interpersonal communication skills. Ability to work confidently as part of a team. Analytical and problem-solving ability. Strong organisational and prioritisation skills. Comfortable managing a high volume of calls and emails. Proficiency with ERP systems, CRM platforms, and Microsoft Office. Willingness to learn, adapt, and take on new challenges. What Youll Achieve Deliver a consistently customer-focused approach. Maintain accuracy and attention to detail across all tasks. Work effectively under pressure while meeting deadlines and service expectations. Why This Role? Join a dynamic and growing manufacturing organisation. Be part of a supportive team with opportunities for career development. Make a tangible impact on customer satisfaction and service performance. Benefits Companywide bonus scheme 25 days annual leave Service and recognition awards Training and development opportunities Company pension Life assurance (4x salary) Discounted gym membership Enhanced family-friendly policies Annual flu vaccination vouchers Employee assistance programme with 24/7 virtual GP Cash health plan Free home cyber-security training Cycle-to-work scheme Free onsite parking Hours 37 hours per week MondayThursday: 8:30am 4:30pm Friday: 8:30am 4:00pm