Customer Service Representative in London

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.

Customer Service Responsibilities:

• Monitor email service requests from external customers, including contractors, distributors, and site management.
• Monitor email and MS Teams service requests from internal customers, including cross-functional division departments and management.
• Receive and triage general enquiries, acknowledging receipt and allocating 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 from specification phase through to final shipment, ensuring continuity and proactive oversight.
• Review and interpret CAD drawings to support customer discussions and identify risks or discrepancies.
• Provide technical support and troubleshooting for field-related inquiries.
• Maintain in-depth knowledge of company products to make informed decisions.
• Address complaints and requests from distributors and field teams.
• Engage in hands-on technical learning to stay current with product developments.
• Review and validate purchase orders against quotes and specifications.
• Proactively manage project timelines and communicate any failed or at-risk ship dates.
• Maintain comprehensive project documentation within ERP/OMS systems.
• Provide accurate and timely responses to inquiries related to pricing, specifications, lead times, and order status.
• Handle escalated concerns with diplomacy and professionalism.
• Investigate customer complaints related to quality or delivery issues.
• Perform order entry into the organisation's ERP system accurately.
• Initiate and process return authorizations in accordance with company policies.

Logistics and Administration Responsibilities:

• Support the administration of new projects, including maintaining changes to the Master Production Plan.
• Update and maintain changes to the Master Delivery Plan for approval.
• Coordinate export collections with the freight forwarding company.
• Provide all relevant export documentation required for each shipment.
• Visit the Chamber of Commerce to complete export documentation as required.
• Coordinate UK direct deliveries with sites and contractors.
• Support fleet management with booking vehicle services and maintenance.
• Manage incoming vehicle fines and communicate necessary payroll deductions.
• 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 using nominated courier companies.

Qualifications:

• 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.
• Demonstrated skills in team/project leadership 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 in a team environment.
• Excellent organisation skills and the ability to manage multiple tasks.

Language Skills:

• Ability to read and interpret documents such as safety rules and procedure manuals.

Mathematical Skills:

• Ability to apply concepts such as fractions, percentages, ratios, and proportions.

Work Environment:

• Fast-paced environment handling multiple customer enquiries.
• 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.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Frequent use of a telephone and computer systems.
• Ability to maintain focus and attention to detail for extended periods.

Why join Bobrick / Thrislington?

You’ll enjoy the stability of a long-established company combined with the growth opportunities of a global leader. We offer a supportive and inclusive culture, competitive benefits, and the chance to contribute to sustainable solutions that make a difference worldwide.