Job Title CUSTOMER SERVICE ADVISOR (MEA)
Location: WEST MIDLANDS | BIRMINGHAM
Job Description
Are you an experienced international B2B order management and customer service professional with hands-on export, sales support or dealer support experience?
Do you take pride in managing complex customer requirements accurately, coordinating international orders and ensuring every enquiry is progressed through to successful 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 international customer service, export and order management role where you will take responsibility for sales orders, quotations, dealer enquiries, export documentation and shipment coordination across the Middle East, Mediterranean and Africa.
Working within an established UK and EMEA customer service team, you will build trusted relationships with international customers, dealers, account managers, logistics partners 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 international customer service, export, systems and commercial knowledge within a supportive and collaborative environment.
The Role
You will act as a key point of contact for customers and dealers across the Middle East, Mediterranean and Africa, ensuring international quotations and orders are managed accurately from initial enquiry through to successful delivery.
The position combines international order management, customer service, export administration, dealer support, sales support and internal coordination.
Success will depend on accuracy, ownership and clear communication, together with the ability to remain calm and focused on solutions when managing changing priorities, documentation requirements and international delivery challenges.
This is not a purely reactive position. You will be expected to take initiative, identify potential issues, keep customers and dealers informed and ensure actions are followed through without unnecessary delay.
Responsibilities
* Input, manage and monitor international quotations and sales orders from initial enquiry through to fulfilment
* Provide professional customer service and order support to customers and dealers across the Middle East, Mediterranean and Africa
* Maintain accurate customer, pricing, stock, delivery and order information across internal business systems
* Review the order book regularly and identify issues requiring action, escalation or customer communication
* Prepare, process and validate export documentation to support accurate and compliant international shipments
* Coordinate Ex Works logistics and high volume shipments in line with relevant market import and export requirements
* Liaise with customers, dealers, logistics partners, account managers, production, warehousing and despatch to support successful delivery
* Provide clear and timely information regarding products, pricing, stock availability, lead times, quotations and delivery arrangements
* Manage customer and dealer enquiries professionally and take ownership of issues 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 while building strong relationships across different countries and cultures
* Work to agreed service standards, communicate customer feedback internally and identify opportunities to improve processes and the wider international 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:
* Relevant experience within international B2B order management, customer service, export administration, international sales support, dealer support or a related position
* Hands on experience supporting international customers or dealers and managing orders through to delivery or fulfilment
* Practical experience preparing, processing or managing export documentation
* Experience raising and processing quotations and sales orders
* A clear understanding of international order management, customer communication and internal coordination
* Experience within an office based customer service, export or commercial support environment
* Confident and professional written and verbal communication skills
* Ability to manage multiple international 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 and dealer conversations
* Ability to remain calm under pressure, take ownership and see actions through from beginning to completion
Experience coordinating Ex Works shipments, working with freight forwarders or supporting customers across multiple international markets would be highly advantageous.
Experience using JD Edwards, Salesforce, Oracle or a comparable system would also be beneficial, although full systems training will be provided.
Previous experience within commercial interiors, flooring, furniture, building products, manufacturing, distribution, logistics or another product led B2B environment would be beneficial but is not essential.
Direct experience supporting customers or dealers across the Middle East, Mediterranean or Africa would be advantageous. Strong international export and dealer support experience across other global markets will also be considered.
The Person
This role will suit someone who is commercially aware, internationally minded and takes genuine pride in delivering an excellent customer experience.
You will be organised, methodical and attentive to detail, with the confidence to build effective relationships with customers, dealers, account managers and colleagues across different departments, countries and cultures.
You will be comfortable working within established export and order management processes while also demonstrating initiative when dealing with customer enquiries, documentation requirements, shipment challenges and changing priorities.
The successful candidate will bring a positive, hardworking and resilient attitude and will be motivated to become a trusted member of the wider international team.
What Success Looks Like
During the first 3 to 6 months, you will be expected to:
Integrate positively into the MEA and wider EMEA customer service team
Develop a strong understanding of the company’s products, customers, dealers, systems and international order processes
Build effective relationships with international customers, dealers, account managers and internal stakeholders
Demonstrate accuracy, ownership and confidence when managing international orders, export documentation and customer enquiries
Communicate proactively across different countries, departments and time zones while consistently delivering high standards of service
What’s in it for you?
Strong basic salary of £30,000 to £35,000 depending on experience
10% bonus potential based on company and regional performance
Working hours of 7:00am to 3:30pm, reflecting the time difference across the MEA region
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 and 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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Salary description
£30000.00 - £40000.00 per year