Description
Sue Ross Recruitment are working on behalf of our client, a highly respected organisation who manufacture products within the DIY sector, to recruit a Customer Support Agent on a permanent basis.
This is an exciting opportunity to join a busy and supportive Customer Support department. The successful candidate will assist consumers and customers with product queries, process orders accurately, and support wider teams to ensure a seamless customer experience.
Key Responsibilities for the Customer Support Agent role:
1. Answering calls and emails from customers and end consumers, providing excellent support
• Accurately processing orders on the internal systems
• Liaising with Production and Warehouse teams to support order fulfilment
• Coordinating deliveries/collections with haulage companies and resolving transport issues
• Organising shipments via DHL, Royal Mail, and other couriers
• Handling invoice queries, credit requests, and order-related issues
• Managing and resolving customer complaints professionally
• Providing technical support on the product range to stores and consumers
• Sharing information about stockists, their ranges, and processes
• Investigating issues such as damaged goods, missing components, or short deliveries
• Producing Sales and Order Book Reports when required
• Ensuring invoicing accuracy, including managing on-hold and delivered-not-invoiced orders
Candidate Requirements for the Customer Support Agent role:
2. Experience in a Sales Administration or similar customer support role (desirable)
• Background in retail or other customer-facing environments
• Confident in handling customer complaints over the phone
• Strong IT skills, particularly MS Office and Excel
• Excellent written and verbal communication skills
• Strong organisational, problem-solving, and time management abilities
• A reliable, enthusiastic, and proactive approach to work
• Ability to work both independently and as part of a team
• High attention to detail and strong initiative
• Results-oriented with a “make things happen” attitude
What’s on Offer for the Customer Support Agent role:
3. Opportunity to join a stable, respected, and growing organisation
• A role where your customer service, technical knowledge, and problem-solving skills will make a real impact
• Supportive environment that encourages professional development and continuous improvement
This is an outstanding organisation to work with and the successful candidate will enjoy being part of a dynamic and forward-thinking team culture.