Provide first point of contact support for customer enquiries, resolving issues where possible and escalating when required.
Manage order processing, including amendments, cancellations, error handling, and delivery coordination using ERP (M3) and CRM systems.
Handle customer returns (claim and sales), including system processing, approvals, and coordination with logistics providers.
Support warehouse operations as needed, including stock returns, stocktake, carbide recycling, and pick/pack activities.
Coordinate export enquiries, including documentation, compliance, and delivery requirements with internal stakeholders.
Manage customer cases end-to-end through the case management system, including logging, tracking, follow-ups, and escalations in line with SLAs.
Maintain accurate data across systems and ensure compliance with internal processes and quality standards.
Communicate effectively with internal teams to resolve issues and improve customer outcomes.
Identify and escalate process gaps or system issues, supporting continuous improvement initiatives.
Meet service KPIs and contribute to team targets and overall customer satisfaction.
Provide backup support across the team during peak periods or absences.

Strong customer focus with a genuine passion for delivering great service.
Confident communicator with clear written and verbal English skills; additional languages are an advantage.
Good interpersonal skills with the ability to build relationships and influence outcomes.
Solid problem-solving ability, with a practical and solutions-focused approach.
Flexible and adaptable, able to manage changing priorities in a fast-paced environment.
Reliable and proactive, with a willingness to support team needs as required.
Strong attention to detail, ensuring accuracy across orders, systems, and documentation.
Comfortable working with ERP (M3), CRM systems, and multiple platforms.
Ability to manage multiple tasks at once, including order processing, customer enquiries, and case management.

Customer Service Specialist

Key skills