Customer Service Representative in Leeds

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

RAM Tracking, a leading provider of vehicle tracking and field service management solutions, is currently seeking a Customer Service Representative to join our growing team in Leeds. This position is fully office-based (5 days per week). Following our acquisition by Klipboard (formerly KCS) in February, we’re entering a new and exciting phase of growth. With over 2 million monthly platform logins and a rapidly expanding customer base across the UK and North America, this is a unique opportunity to join a dynamic, forward-thinking organization.

As a Customer Success Executive, you will be responsible for booking installation work with our UK-wide engineer base, ensuring a positive customer experience by providing proactive support, building strong client relationships, and addressing any challenges effectively and professionally. You’ll play a key role in customer retention and operational success.

Key Responsibilities:

• You will coordinate with partners and subcontractors to schedule service and installations.
• You will troubleshoot and resolve customer issues with urgency, aiming for first-contact resolution.
• You will respond to customer inquiries through various channels, including phone and email.
• You will accurately process equipment and accessory orders.
• You will maintain detailed and accurate case documentation in internal systems.
• You will manage daily case volume and ensure consistent follow-up.
• You will handle channel escalations efficiently and professionally.
• You will maintain up-to-date knowledge of all RAM products, solutions, and subscriptions.
• You will provide internal support to departments including Sales, Implementation, Tech Support, Finance, and Logistics & Returns.
• You will oversee order response times and manage installation lead times.
• You will support customer retention through effective communication and relationship building.

Team Collaboration:

• You will work closely with the customer support manager and other members of the team.
• You will prioritise workload based on customer demands under the direction of your line manager.

Skills, Knowledge and Experience:

• You have around 3 years of experience in customer support or administrative roles, preferably in a tech or software support environment.
• You have strong problem-solving skills with the ability to deliver quick and effective resolutions.
• You have excellent verbal and written communication skills, with the ability to clearly explain technical processes to non-technical users.
• You have demonstrated experience in building and maintaining customer relationships.
• You are highly organized and self-motivated, with the ability to work independently.
• You are a team player with a positive, proactive attitude.
• Experience using Salesforce is considered a strong asset.
• Bilingual language skills (French or Spanish) are considered a strong asset.

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognise the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team. Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferable skills, we would love to hear from you!