Customer Service Administrator Role Overview The Customer Services Administrator plays a key role within Steelite Utopias Customer Services team, supporting the delivery of a high standard of service to both internal and external customers. The role involves handling customer queries, processing sales orders, managing claims and returns, and liaising closely with internal departments to ensure customer requirements are met in line with company policies and contractual obligations. Reporting to the Customer Services Team Leader, the successful candidate will work collaboratively within a busy, process-driven environment and contribute positively to team performance and continuous improvement. Key Responsibilities Act as a first point of contact for customer enquiries via telephone and the shared email inbox Process sales orders accurately and efficiently using internal systems Carry out daily operational checks Investigate and resolve customer claims and queries, escalating where appropriate Issue credit notes and process returns in line with company procedures Liaise with our warehouse, logistics, and other internal teams to resolve order or delivery issues Maintain a strong working knowledge of Steelite Utopia products and services Build and maintain effective working relationships with internal and external stakeholders Contribute to weekly reporting and case management activities Support team objectives and contribute to a positive, collaborative team culture Undertake additional customer service-related tasks as required to support business needs Skills & Experience Previous experience in a customer service or administrative role (essential) Strong written and verbal communication skills High attention to detail, with the ability to manage multiple tasks effectively Confidence working in a process- and system-driven environment Previous experience using Microsoft Office Strong Microsoft Excel skills, including use of VLOOKUP and XLOOKUP A positive, flexible approach with a strong team ethic Additional Information This role involves regular interaction with multiple departments across the business Full training will be provided on all internal systems and processes The duties listed are not exhaustive, and the role may evolve in line with business requirements REF-226 753