Customer Service Representative in Belfast

Location: John Thompson & Sons York Road

Reporting to: Customer Services Teamleader

Job Purpose: To deliver a high standard of customer service by ensuring customer enquiries and orders are handled accurately, efficiently, and professionally. The Customer Service Representative acts as a key point of contact for customers, internal departments, and external suppliers, helping to ensure smooth day-to-day operations and a positive customer experience.

Key Responsibilities

• Deliver and maintain a consistently high standard of customer service.
• Respond to customer calls promptly and professionally.
• Communicate effectively and courteously when handling all customer enquiries.
• Accurately record customer order details and update the relevant database systems as required.
• Liaise effectively with hauliers by phone and email regarding the dispatch of customer orders.
• Work closely with the dispatch team to ensure customer orders are processed efficiently through production.
• Resolve customer queries effectively, or escalate them to the appropriate person when necessary.
• Support predictive ordering processes to help meet customer requirements.
• Request prescriptions for medicated feed as required.
• Carry out post-related duties as needed.
• Generate purchase orders accurately in line with sales requirements.
• Update the database promptly with any order amendments.
• Provide day-to-day reception support and associated administrative duties.
• Comply with and actively support all company policies and procedures.
• Adhere to all Health & Safety requirements and procedures.
• Identify personal training and development needs in conjunction with the teamleader.
• Attend all relevant training sessions as required.
• Support induction, company training, and appraisal processes where appropriate.
• Undertake any other duties appropriate to the role.

Person Specification

The following criteria outline the qualifications, experience, knowledge, skills, and personal attributes required to perform the role effectively.

Criteria

Essential

• Education / Qualifications: Good standard of general education, including minimum grade C GCSE (or equivalent) English and Mathematics.
• Experience: A minimum of 1 year previous experience in a customer service or administrative role. Experience of handling telephone and email enquiries professionally. Experience of working accurately with data entry, orders, or records.
• Skills / Abilities: Excellent communication and interpersonal skills. Strong telephone manner and ability to deal with enquiries courteously and professionally. Good organisational skills with the ability to manage competing priorities. Accurate data entry and attention to detail. Ability to work effectively as part of a team and build positive working relationships. Competent in standard IT systems and office software.
• Personal Attributes: Customer focused and professional approach. Reliable, flexible, and able to adapt to changing demands. Calm and approachable manner. Proactive attitude toward problem solving and continuous improvement. Willingness to undertake training and development.

Other Requirements

• Commitment to complying with company policies and procedures.
• Commitment to maintaining Health & Safety standards.
• Willingness to undertake other duties appropriate to the role.

Desirable

• Education / Qualifications: Relevant customer service, administration, or business qualification.
• Experience: Experience in a fast-paced office or production support environment. Experience of liaising with customers, suppliers, hauliers, or dispatch teams. Experience using order processing or database systems.
• Skills / Abilities: Ability to identify and resolve routine issues independently. Confidence in supporting reception and front-of-house duties. Ability to contribute to process improvements and service efficiency.
• Personal Attributes: Interest in developing knowledge of the wider business and industry. Ability to support others during busy periods and contribute positively to team performance.

Other Requirements

• Flexibility to provide additional administrative or reception support when required.

Perks of Thompsons

• The Opportunity to work for a company within the Top 10 of the Top 100 Companies in Northern Ireland.
• Remuneration Competitive Salary Above Statutory Holiday Entitlement.
• Life Assurance x4.
• Cycle To Work Scheme.
• Free Secure Onsite Parking.
• Enhanced ERs Pension @ 6%.
• Christmas Vouchers.
• Long Service Awards.
• Competitive Shift Premiums.
• Company Uniform.
• Training and Career Development Opportunities.
• Job Security 150 yrs in business.
• Company Sick Pay.
• Enhanced Maternity & Paternity Leave.
• Paid Retirement Plan.
• Health & Wellbeing Enhanced Health Care Plan.
• Annual Flu Vaccination.
• Paid Compassionate Leave.
• Paid Medical Appointments.