Customer Service Representative
Location: Onsite – Hailsham, East Sussex
Reports to: Office Manager. Works closely with Sales Managers, Production Planning and Warehouse Team
Hours: Full-time (37.5 hrs per week, Mon–Fri, 8.30am–5.00pm)
Job Summary
Our client is a forward thinking company in the leisure marine industry and they are seeking a Customer Service Representative who will be responsible for delivering exceptional service to customers, supporting sales operations, and ensuring accurate order processing and logistics coordination. This role plays a key part in maintaining customer satisfaction and achieving divisional sales targets.
Job Purpose
To handle customer interactions and enquiries professionally, ensuring high service standards. Identify and pursue sales opportunities to support divisional targets.
Main Responsibilities
Customer Interaction
Respond to telephone, email, and written enquiries, resolving or escalating as needed.
Contact customers regarding lead times, pricing, and product enquiries.
Process customer complaints following company procedures.
Report enquiries over £10k to the Sales Director. Order Processing
Accurately enter customer purchase orders into the Sales Order Processing system.
Check stock availability and lead times before processing orders.
Notify Production Department of any amendments to sales orders.
Identify incomplete orders and follow up until completion. Logistics Coordination
Coordinate with warehouse and production teams for shipment arrangements.
Liaise with freight forwarding companies to obtain shipping quotes and organise freight.
Complete necessary documentation for shipment dispatch.
Match shipments to agent portals to ensure tracking. Sales Support
Prepare quotations and sales literature based on price lists or manager instructions.
Maintain a quotation log and follow up on outstanding quotes.
Identify opportunities to increase order value and sell from stock.
Support marketing and sales campaigns as directed by Sales Managers. CRM and Data Management
Maintain accurate contact information in the CRM system.
Include key details such as discounts, pricing, and shipping terms.
Save/record relevant customer communications to CRM Internal Collaboration
Liaise with Credit Control regarding payment terms and account openings.
Attend weekly sales team meetings and provide updates.
Process and maintain stock for van representatives, including invoices and payments.
Review order book and report delays or chasers for production meetings. Compliance and Reporting
Comply with company policies, procedures, and guidelines.
Provide backup assistance for team members and cover during absences.
Carry out ad hoc tasks and projects as requested by management.
Company Values
Our client is committed to customer satisfaction, teamwork, and innovation. They value proactive communication, accuracy, and continuous improvement in all aspects of our operations.
Excellent salary and benefits for the right person