Customer Support Representative

Role Overview

• Deliver an exceptional end-to-end customer experience by providing expert product advice, resolving issues, and efficiently processing quotes, orders, and answering queries over the phone.
• Act as a key point of contact for customers via phone and email, aiming for one-contact resolution through strong problem-solving, investigation, and communication skills.
• Demonstrate excellent customer service skills in every interaction and ensure timely, one-contact resolution with customers.
• Proactively manage and investigate customer issues, identify root causes, resolve conflicts, and escalate where necessary.
• Review and manage open orders daily, ensuring delivery blocks, billing blocks, incomplete orders, delays, and open cases are actively controlled and resolved.
• Balance operational customer support with inbound and outbound sales activity, identifying opportunities to increase revenue, improving conversion, and add value to every interaction.
• Actively support Sales Representatives by maintaining accurate pipelines, progressing opportunities, and providing best practice tools, processes, and insights.
• Set up, maintain, and optimise CRM and sales automation systems primarily using NetSuite and Power BI to drive efficiency and sales performance.
• Contribute to sales growth by following up on low stock updates, supporting promotions, and ensuring opportunities are progressed through to completion.
• Attend Monthly Global Sales Calls and Weekly Team Huddles, sharing customer and operations insights.
• Where required, support or oversee internal support resources to ensure consistent service levels and high performance.

Requirements

• Comfortable working in a sales environment and motivated by targets, growth, and results.
• Highly organised with great time-management skills, capable of balancing operational responsibilities with sales priorities.
• Confident communicator with strong problem-solving and conflict-resolution skills.
• Experienced with CRM or sales systems.
• Proactive, resilient, and not afraid to challenge processes or push for better outcomes.
• Comfortable working in an office setting in the heart of London.
• Enjoy working collaboratively but are equally confident taking ownership and accountability for your results.
• Proactive and self-motivated, comfortable working with inbound and outbound sales activity rather than waiting for opportunities to come to you

Benefits

• 10 days annual leave + 5 days sick leave + birthday + volunteer leave
• A vibrant, supportive team culture