Customer Support Representative

Customer Support Representative – Engineering/Manufacturing Sector

Location: Office-based

We are seeking a proactive and customer-focused Customer Support Representative to join a friendly and dynamic Customer Support Team within a company operating in the manufacturing, OEM, or engineering sectors.

As the first point of contact for customers, you will play a key role in delivering excellent service by handling enquiries, providing accurate quotations, processing sales orders, and offering product support.

This is a fast-paced role that requires a high level of accuracy, strong communication skills, and the ability to work effectively both independently and as part of a team.

Key Responsibilities:

• Respond promptly to customer enquiries via telephone, email, and live chat
• Handle customer queries, requests, and complaints with professionalism and care
• Build and maintain strong working relationships with new and existing customers
• Provide quotations, process orders, and offer technical support
• Advise customers on products, part numbers, descriptions, pricing, and availability
• Support the External Sales Team with administrative and customer-related tasks
• Ensure the database is kept up-to-date with new prices, descriptions, and parts
• Schedule orders according to delivery requirements
• Organise courier collections and deliveries for customer consignments
• Provide timely updates on orders, invoices, and shipping queries
• Keep track of monthly back orders
• Set up new customer accounts
• Process returns and credit notes
• Collaborate with departments such as External Sales, Key Accounts, Warehouse, and Marketing to ensure customer satisfaction

Ideal Candidate Profile:

• Previous experience in a customer service role, ideally within a manufacturing, OEM, or engineering environment
• Able to thrive in a busy environment with a sense of urgency and flexibility, while maintaining high standards
• Computer literate – experience with Sage is advantageous but not essential (full training provided)
• Excellent attention to detail and organisational skills
• A proactive approach with a customer-first mindset
• Strong verbal and written communication skills

Package & Benefits:

• Full-time, office-based role – 37.5 hours per week
• Monday to Friday
• Holiday buy-back scheme
• Birthday off
• Company pension scheme
• Death in service policy
• Access to an Employee Assistance Programme
• On-site parking