Customer Service Administrator
Location: Resideo, Motherwell, Scotland, United Kingdom
Job Description
You will serve as the primary customer contact, ensuring all customer needs and expectations are met. You will respond to inbound customer calls and emails regarding orders, returns and related issues, and assist other customer service associates with administrative duties. Communication with Technical Support, Logistics, Manufacturing, Regional Sales Managers and Product Managers will be required to resolve customer issues.
Key Responsibilities
* Manage day‑to‑day customer relationships professionally.
* Process orders, inquiries, concerns and requests for deliveries, services and returns.
* Interface with supply locations and distribution centres and provide updates to customers via telephone and email.
* Respond promptly to inquiries primarily via e‑mail/SFDC Service Cloud cases and phone.
* Book orders in line with customer agreements.
* Investigate and resolve any customer complaints regarding failures within the order fulfilment process.
* Ensure adherence to all Customer Care and Returns processes.
* Execute day‑to‑day administration of the Customer Returns process and associated credits.
* Direct unresolved issues to internal departments and follow‑up until resolution.
* Follow up on customer interaction, providing timely feedback.
* Support other administrative roles and projects to improve customer experience and productivity.
* Assess supply shortages and fact‑check with Factory Planner.
* Participate in supplier meetings on item flows and recommend corrective actions.
* Plan and execute express shipments.
Requirements
* Previous experience in a customer service role or office‑based environment.
* Ability to work comfortably in a fast‑paced environment.
Desirable skills
* Knowledge of Excel.
* Excellent customer service skills.
* Experience with Salesforce and/or SAP (not essential).
Benefits & Perks
* Hybrid working – Mondays and Fridays from home.
* Collaborative team environment.
* Comprehensive training and coaching.
* Progression opportunities.
* Work for a forward‑thinking global brand.
* Life Insurance.
* Company Pension.
About Resideo
Resideo is a $6.76 billion global manufacturer, developer and distributor of technology‑driven sensing and control solutions that help homeowners and businesses stay connected and in control of their comfort, security, energy use and smart living. We serve over 100,000 contractors, installers, dealers and integrators across the HVAC, security, fire, electrical and home comfort markets worldwide.
Resideo is an equal‑opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, nationality, sex, religion or veteran status. For more information on U.S. equal employment regulations, see the EEO posters. Resideo complies with applicable equal employment laws in all countries where we do business. For information regarding data processing, see Recruitment Privacy Notice. Reasonable accommodations are available upon request.
Job Information
* Job ID: 17426
* Category: Customer Service
* Posting Date: 2025‑12‑02
* Schedule: Full time
* Location: Newhouse Industrial Estate, Block 1A, Motherwell, ML1 5SB, GB (Hybrid)
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