Customer Service Representative

Your new company
Hays are delighted to be supporting a leading international organisation in the recruitment of a Customer Service Representative to join their established customer operations team in Caerphilly. This is an excellent opportunity for an experienced customer service or order processing professional who thrives in a fast-paced environment and enjoys taking ownership of customer enquiries from initial order through to resolution. The role combines customer relationship management, order administration and problem-solving, requiring exceptional attention to detail and a genuine commitment to delivering outstanding service. Working as part of a supportive team, you will act as a key point of contact for customers, ensuring orders are processed accurately and efficiently while maintaining strong professional relationships.
Your new role

As a Customer Service Representative, your responsibilities will include:

Processing customer orders accurately and efficiently, ensuring all information is correctly entered and maintained within internal systems.
Acting as a primary point of contact for customers via email and telephone regarding order status, product availability, delivery updates and general enquiries.
Building and maintaining strong relationships with a dedicated customer portfolio.
Managing customer quotations, sample requests and order amendments.
Coordinating with internal teams including supply chain, logistics, operations and compliance functions to ensure customer requirements are met.
Monitoring customer orders throughout the process and proactively communicating any delays, supply issues or changes.
Investigating and resolving customer queries and complaints, escalating where appropriate.
Issuing credit and debit notes where required.
Maintaining accurate pricing information and customer records.
Using CRM and ERP systems to manage customer interactions and order activity.
Identifying opportunities to improve processes and enhance the customer experience.
Supporting wider business objectives through a proactive and customer-focused approach.
What you'll need to succeed

We are looking for individuals who can remain calm under pressure and confidently manage a busy workload while maintaining exceptional accuracy.
You will ideally have:

Previous experience within customer service, sales support, order processing or order administration.
Excellent attention to detail and a strong commitment to accuracy.
Confidence communicating with customers by telephone and email.
Strong organisational and prioritisation skills.
Experience working within a fast-paced commercial environment.
Good knowledge of Microsoft Office applications.
Experience using ERP or CRM systems, ideally SAP or Salesforce.
A proactive and solutions-focused approach to customer enquiries.
The ability to build positive relationships with both customers and internal stakeholders.
A team-oriented attitude combined with the ability to work independently.
What you'll get in return

£25,000 - £27,000 per year
Hybrid working pattern (3 days office / 2 days home)
35-hour working week (Monday to Friday, 9:00am-5:00pm)
33 days annual leave including bank holidays, plus additional benefits
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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