Key Responsibilities Communicating with customers via phone and email to process new orders and provide delivery information and lead times Updating customers on outstanding and backlogged orders Proactively managing product shortages by offering suitable alternatives Liaising with the customer support team for all branding and my-smi related requests, but remaining the single point of contact for the customer Liaising with internal departments, including distribution and procurement, to ensure accurate order fulfilment and SKU setup Managing your own portfolio of customer accounts and participating in internal service meetings Maintaining accurate CRM records and online catalogues, while collaborating with the sales team to track and hand over opportunities Handling customer complaints with professionalism and empathy Coordinating courier investigations and providing Proof of Delivery (POD) when needed Responding to phone calls and email enquiries in a timely and courteous manner Processing customer returns, urgent requests, card payments, and sample orders for existing customers Preparing customer quotations and resolving invoice queries Creating and managing sales orders in NetSuite Performing account administration tasks in NetSuite, including updating addresses, contacts, and notes Key Skills / Experience A minimum of 1 year of customer service experience Strong proficiency in Microsoft Excel and PowerPoint. Excellent attention to detail and organisational skills. Excellent verbal and written communication abilities. Ability to work independently and meet deadlines. A personable, professional, and customer-first attitude