Customer Service Representative in Deeside

At Thrislington Cubicles, we've been crafting the world's best toilet cubicles from our UK-based factory since the 1960s. With over 50 years of experience, we have developed a reputation for delivering precision-engineered, hand-finished products that are custom-built for each individual space. Many of our team members have been with us for decades, and their expertise drives the quality we're known for. We are proud to be part of Bobrick Washroom Equipment Inc, a global leader in commercial washroom solutions.

The Customer Service Assistant will play an important role supporting the Logistics Department within the Deeside Division. Responsibilities include handling inquiries, processing orders, maintaining accurate records, and assisting with administrative tasks that support daily operations. The role involves collaboration with the logistics team to coordinate shipments and resolve issues. This individual must be a team player and work in a cooperative and supportive manner. This position reports to the Service and Logistics Manager.

• Monitor email service requests from external customers, which include contractors, distributors, and site management.
• Monitor email and MS Teams service requests from internal customers, which include cross-functional division departments, UK and overseas based sales managers and management.
• Receive and triage general enquiries, acknowledge receipt, and allocate to the appropriate department or person.
• Provide a daily shipping update to all customers with export orders in transit.
• Access and escalate complaints as required to the relevant department management.
• Manage projects start and coordinate with relevant functions, ensuring continuity, alignment, and proactive oversight from pre-order engagement through project completion.
• Review and interpret CAD drawings to support customer discussions and identify risks, discrepancies, or missing information in drawings.
• Provide technical support and troubleshooting for field-related inquiries to resolve issues and guide customers through solutions.
• Maintain in-depth knowledge of company products to make informed technical and operational decisions.
• Address complaints and requests from distributors and field teams, assess their needs, and process orders accurately and efficiently.
• Engage in hands-on technical learning to stay current with product and system developments.
• Review and validate purchase orders against quotes, approved layouts, specifications, and contractual requirements.
• Ensure scope alignment between architectural drawings, distributor expectations, and Thrislington product capabilities.
• Proactively manage project timelines including drafting approval cycles, revision control, material trigger points, production scheduling, and shipping milestones.
• Maintain comprehensive project documentation within ERP/OMS systems to ensure traceability and audit integrity.
• Provide accurate and timely responses to inquiries related to pricing, specifications, lead times, installation expectations, and order status.
• Handle escalated concerns with diplomacy, professionalism, and solution-oriented communication.
• Investigate customer complaints related to quality, delivery, documentation errors, or specification discrepancies.
• Monitor revisions that may impact cost, material usage, or production timelines and update CSI based on revisions provided from CAD or Sales.
• Perform order entry into the organisations ERP system in a timely manner with a high degree of accuracy.
• Initiate and process return authorizations (RMA) in accordance with company policies and warranty guidelines.

• Support the administration of new projects, including adding and maintaining changes to the Master Production Plan.
• Update and maintain changes to the Master Delivery Plan for approval by the Logistics Manager.
• Coordinate the export collections with the freight forwarding company.
• Visit the Chamber of Commerce to complete export documentation as required.
• Coordinate UK direct deliveries with sites and contractors.
• Communicate late changes or requests to the Deeside despatch team using the designated MS Teams channel.
• Support and assist fleet management with booking vehicle services, maintenance and MOT tests.
• Manage incoming vehicle fines and communicate necessary payroll deductions with Human Resources.
• Administer the RingGo, London congestion charge and fuel cards when required.
• Distribute job schedules to the offloading team on a weekly basis.
• Arrange the shipment of finished goods, including hardware, replacement parts, etc.

• Secondary school level of education, with Mathematics and English GCSEs at grade A-C or Grade 4 +.
• Excellent communication skills; both written and verbal.
• 2+ years of experience in customer service, order management, or project coordination within a manufacturing or distribution environment.
• Demonstrated skills in team/project leadership, professional oral and written communication, and analytical problem solving.
• Proficient with computer software programs including Excel, Word, and PowerPoint.
• Experience working with ERP systems.
• Strong interpersonal skills and the ability to work effectively on their own and in a team environment.
• Excellent organisation skills and the ability to manage multiple tasks.

• Fast-paced environment handling multiple customer enquiries and requests.
• Interaction with customers via phone, email, live chat, or face-to-face.
• Collaborative team setting working closely with colleagues and supervisors.
• Target-driven role with service level and response time expectations.

• Monday - Friday 8:30am - 5pm
• 20 days holiday (plus 5 for Christmas shutdown), plus bank holidays
• Company matched pension up to 5%
• Company bonus
• Dental Scheme
• Private Medical Insurance
• Service recognition program