Customer Service Agent

Location : Ripley, Derbyshire

Forbo Flooring a division of Forbo Group is a complex manufacturer of high-quality commercial and residential flooring with an extensive and attractive range of environmentally friendly linoleum, high-quality vinyl flooring & LVT, entrance flooring systems, carpet tiles, needlefelt and Flotex flocked flooring. With 15 sites across 26 countries and 3000 employees, the flooring division has 4 sites in the United Kingdom, generating sales of sales of £70m. Further information at

This role is based at our Ripley, Derbyshire site working 37.5 hours per week. Reporting directly to the Customer Service Team Leader, the successful candidate will manage the end-to-end order process for the Nuway product line, ensuring that every order and inquiry is handled efficiently, accurately, and to the highest standards of customer satisfaction and company quality. Our goal is to continuously deliver Customer Service Excellence, ensuring we deliver the right product and service, at the right price, at the right time, to the right customer every single time. In this role you will proactively communicate with customers and suppliers to guarantee a seamless experience and closely collaborate with our manufacturing plants, fostering strong cross-functional relationships to optimize product availability, meet demand, and support revenue growth. Additionally, the position will involve leveraging opportunities to upsell, suggest product alternatives, and manage allocations to maximize customer satisfaction and inventory efficiency.

Key responsibilities for the position include:

Priority focus on a high level of customer service excellence, responsible for assigned Customer base ensuring all aspects of the Customer's order are managed and customer enquiries are handled efficiently, quotations and sample requests are prepared in a timely manner and projects are registered in the dedicated system (C4C) and CRM systems are up to date.

Process all incoming orders onto the system, and ensure that Customer receives expected level of communication and follow up throughout

Manage the Debit/Credit Note process to Customer and Company requirements and proforma invoice and account status communication with Customers as required

Manage any customer Complaints & Returns effectively and efficiently

Prepare Customer drawing presentations using CAD software when required, ensuring accuracy and timeliness in all instances

Meet operational targets set for team/Department

Liaise with Supply Chain and 3rd parties, to ensure required order delivery and report on failed/late deliveries to facilitate management follow-up

The successful person must:

Have a minimum of 3 standard grades which should include English and Mathematics or equivalent

Have previous experience in a customer services role is essential, preferably in a retail or product services sector.

Be able to positively build and maintain relationships with a wide variety of people in a complex and high-volume product market

Be able to maintain a customer focus and demonstrate a desire to go the ‘extra mile’ to achieve maximum customer satisfaction whilst also maintaining a mindset to think commercially and achieve business results

Have excellent communication skills with the ability to communicate clearly with a range of people both externally and cross functionally within the business

Have experience of influencing, negotiating and utilising issue resolution skills

Demonstrate ability to be responsiveness and have excellent time management competence

Be proficient using MS Office, and have experience of order processing systems

Experience of CAD and SAP software is desirable

To apply , please send a cover letter explaining how you meet the above requirement along with a current CV detailing your current & expected salary/benefits package to Sarah McMasters, HR Business Partner (Ripley site)