Vacancy No                              5556

Job Title                                   CUSTOMER SERVICE ADVISOR (UK)

Location:                                  WEST MIDLANDS | BIRMINGHAM  

Job Description                       

Are you an experienced B2B order management and customer service professional with sales support experience who takes pride in managing customer requirements accurately, communicating clearly and seeing every enquiry through to completion?

This is an opportunity to join an internationally recognised manufacturer of premium commercial interior products, known for quality, design, sustainability and a strong commitment to customer service.

This is not a traditional call centre position. It is a commercially focused customer service and order management role where you will take responsibility for quotations, sales orders, stock enquiries, delivery updates and customer issues from initial enquiry through to fulfilment.

Working within an established UK and EMEA customer service team, you will build trusted relationships with customers, account managers and colleagues across production, warehousing, despatch and the wider international business.

The role offers stability, structured training, hybrid working following probation and genuine scope to develop your product, systems and commercial knowledge within a supportive and collaborative environment.

The Role

You will act as a key point of contact for customers, providing accurate information, resolving enquiries and ensuring orders are managed professionally from initial quotation through to successful delivery.

The position combines order management, customer service, sales support and internal coordination. Success will depend on accuracy, ownership, communication and the ability to remain calm and solutions-focused when priorities change.

Although the workload is structured, this is not a purely reactive position. You will be expected to take initiative, identify potential issues, keep customers informed and ensure actions are followed through without unnecessary delay.

Responsibilities

• Input, manage and monitor customer quotations and sales orders from initial enquiry through to fulfilment
• Maintain accurate customer, pricing, stock, delivery and order information across internal systems
• Review the order book regularly and identify any potential issues requiring action or customer communication
• Provide clear and timely information regarding products, pricing, stock availability, lead times, services and company policies
• Liaise with account managers, production, warehousing, despatch and colleagues across the wider business to support successful order delivery
• Manage customer enquiries professionally through telephone, email and other communication channels
• Take ownership of customer issues and ensure they are progressed efficiently through to resolution
• Maintain accurate customer and sales activity records using CRM, ERP and internal business systems
• Support account managers throughout the specification, quotation and order process
• Build strong and professional relationships with internal and external customers
• Coordinate product samples through to despatch and follow up where required
• Work to agreed service levels, response times and quality standards
• Act as an internal voice of the customer and communicate relevant feedback across the business
• Identify practical opportunities to improve processes, service quality and the wider customer experience

Knowledge, Skills and Experience Required

To be considered, candidates should be based within a realistic commuting distance of Birmingham and be comfortable working from the office during the probationary period.

Essential experience and attributes include:

• Ideally 3 years’ relevant experience within B2B order management, customer service, sales support, business administration, account support or a related position
• Strong hands-on experience managing customer orders from initial enquiry through to delivery or fulfilment
• Experience raising and processing quotations and sales orders
• A clear understanding of order management, customer communication and internal coordination
• Experience working within an office-based customer service or commercial support environment
• Confident and professional written and verbal communication skills
• Ability to manage multiple orders, enquiries and priorities without compromising accuracy
• Strong attention to detail and a structured, organised approach
• Experience using an ERP, CRM or order management system
• Commercial awareness and the confidence to hold detailed customer conversations
• Ability to remain calm, positive and solutions-focused when working under pressure
• A tenacious approach with the ability to take ownership from beginning to completion
• Strong working knowledge of Microsoft Office applications

Experience using JD Edwards, Salesforce, Oracle or a comparable business system would be advantageous, although full systems training will be provided.

Previous experience within commercial interiors, flooring, furniture, building products, manufacturing, distribution, logistics or another construction-related, product-led B2B environment would be beneficial but is not essential.

The Person

This role will suit someone who is commercially aware, brings a growth mindset and takes genuine pride in delivering an excellent customer experience. You will enjoy being accountable for customer requirements from initial enquiry through to successful completion.

You will be organised, methodical and attentive to detail, with the communication skills and confidence required to build effective relationships with customers, account managers and colleagues across different departments and countries.

You will be comfortable working within established processes while also demonstrating initiative and a proactive approach when dealing with customer enquiries, delivery challenges and changing priorities.

The successful candidate will bring a positive, hardworking and resilient attitude. You will be open to learning, comfortable receiving feedback and motivated to become a trusted and valued member of the wider team.

What Success Looks Like

During the first 3 to 6 months, you will be expected to:

Integrate positively into the UK and wider EMEA customer service team

Develop a strong understanding of the company’s products, customers, systems and order processes

Build effective relationships with customers, account managers and internal stakeholders

Demonstrate accuracy, ownership and clear communication across customer enquiries and orders

Show the attitude, focus and commitment required to deliver consistently high standards of service

What’s in it for you?

Strong basic salary of £30,000 to £33,000 depending on experience

Some flexibility for an exceptional candidate with particularly relevant experience

10% bonus potential based on company and regional performance

Working hours of 8:30am to 5:00pm with 1 hour for lunch

Hybrid working following successful completion of probation, with 3 days in the Birmingham office and 2 days working from home

25 days holiday, increasing to 27 days after 5 years’ service, plus bank holidays

Option to purchase up to 5 additional holiday days each year

Company pension with employer contributions matched up to 6%

Health Cash Plan

Access to an on-site gym

Full product and systems training

Supportive and internationally connected team environment

Genuine long-term career development and progression opportunities

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