Customer Service Advisor

Sales Support & Customer Service Advisor
Job Description:
Location: King’s Lynn + Client Sites
Hours of Work: Monday–Friday, 07:00–16:30
The company supports British agricultural and equestrian businesses with the products they need, when they need them — delivered with simple, honest, on-time service.
As the company’s Customer Service Advisor (Order Processing), you’ll be the calm, capable person customers trust when they place an order, need an update, or something goes wrong.
You’ll handle enquiries and orders by phone and email, keep records accurate, and own issues end-to-end — coordinating with colleagues to protect delivery performance and customer confidence.
With average order values around £5,000, details matter: the right product, quantities, address, paperwork, and expectations set early. This role suits someone who thrives in a busy environment: responsive, organised, friendly, and confident asking the right questions.
You’ll live the brand promise every day — if they call, you answer; if they email, you reply; and you follow through.
Responsibilities
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Deliver a responsive, high-trust customer experience via phone and email.
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Process customer orders accurately and efficiently, protecting on-time fulfilment.
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Own customer issues end-to-end, coordinating internally to get to resolution.
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Keep customers informed proactively (especially when there’s a delay or change).
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Resolve delivery queries and credits with calm judgement and clear documentation.
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Maintain accurate records so anyone can pick up the thread without confusion.
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Spot bottlenecks early and escalate appropriately to protect customer outcomes.
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Support customers with online account set-up and troubleshooting.
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Support the wider team with admin that improves customer outcomes and reduces friction.
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Represent the brand promise: simple, honest, on-time service — even when it’s busy.
Weekly lead KPIs
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First response time: Agreed % of emails/cases responded to within the agreed timeframe.
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Case closure & ageing: Agreed number closed vs opened; oldest open cases.
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Order accuracy: Agreed % orders processed without rework/credits due to admin error.
Required Experience
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Experience in customer support/customer service/order processing (phone + email).
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Strong admin accuracy and pride in getting details right first time.
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Warm, clear and professional communicator — especially when resolving issues.
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Able to prioritise under pressure and keep multiple tasks moving.
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Comfortable using systems and spreadsheets (Excel-level competence).
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Ownership mindset: you don’t pass problems around; you close loops.
Desirable Experience
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Experience in trade/wholesale, agriculture, equestrian, veterinary, animal health or similar.
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Experience with an order management/ERP system
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Experience handling delivery issues, returns/credits, or customer accounts admin.
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Evidence of improving a process (checklists, templates, tracking, reporting).
Benefits
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25 days annual leave plus Bank Holidays
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Digressionary quarterly profit share scheme
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Supportive, collaborative team culture
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Wellbeing-friendly office perks, including complimentary snacks and refreshments