Customer Service Specialist (B2B)
Hybrid – 3 days per week onsite in Maidenhead
£35,000 - £40,000 plus bonus
We're looking for a motivated Customer Service Specialist to be the first point of contact for B2B customers. You'll play a key role in delivering outstanding customer service, managing the end-to-end order process, and resolving queries efficiently in line with defined policies and service level targets. This is a fast-paced, operational role where accuracy, communication and collaboration are essential to maintaining excellent customer relationships.
Customer Service Specialists key responsibilities:
Order & Service Management -
* Process customer orders accurately and on time, ensuring service level targets are met
* Manage a complete order-to-cash (OTC) process for allocated customers
* Proactively analyse service failures and recommend improvements
* Maintain a customer service level KPI of 98.5%
Customer Support & Issue Resolution -
1. Act as the main point of contact for customer enquiries and complaints
2. Log, investigate and resolve all customer issues within agreed KPIs
3. Handle customer returns, shortages and queries, ensuring accurate and timely recording
4. Pre-advise customers of any potential stock shortages, i...