Customer Service Controller
Hinckley
c£33k per annum, dependent on experience
Full time, Site based
Permanent
The Opportunity
I’m delighted to offer the role of Customer Service Controller for a company known for its delivery excellence, which has contributed to its exponential growth. The company has expanded from 6 to 40 employees in the last 5 years and is backed by a Swiss parent company. This role offers long-term career prospects.
Our client seeks an experienced Customer Service Controller with a technical, product-led background and exceptional communication skills. You will work closely with a developing team to shape their customer support function, with opportunities to grow into recruiting and managing a small team.
The Role
In brief, you will be responsible for prioritising and processing customer orders efficiently. Orders may be received via telephone, email, or from sales representatives. You will liaise with customers to provide updates on stock availability, delivery dates, and order status.
The responsibilities include, but are not limited to:
1. Prioritising and processing customer orders
2. Handling customer enquiries
3. Following up on customer orders proactively, including delays or changes in deliveries, overs/unders, and box quantities, keeping customers informed
4. Communicating with external sales teams regarding orders and queries
5. Collaborating with Operations to update shipping information and ensure KPI data accuracy
6. Investigating and resolving customer complaints promptly and patiently
7. Developing and introducing processes to enhance the customer service function
8. Maintaining accurate customer service records
9. Liaising with suppliers for collections and deliveries as needed
10. Building trustful relationships through open communication
11. Coordinating with the warehouse to ensure timely dispatch of orders
The Candidate
Our client values exceptional customer service skills, customer orientation, and adherence to company procedures. The role is initially standalone, with supervisory exposure. You should have attention to detail, honesty, integrity, a commercial mindset, and a partnership approach.
Experience working with product-led environments, especially technical or medical/pharmaceutical products, is desirable. You should be proactive in problem-solving and solutions-oriented.
Intermediate Excel skills, including pivot tables and lookups, are preferred. Experience with ERP systems like Navision or Business Central is advantageous. Additionally, proficiency in a second language is helpful but not essential, as you will be dealing with customers across Europe.
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