Customer Service Advisor

The KOKI Group is a globally recognised manufacturer of professional-grade power tools including the trusted brands Metabo and HiKOKI. Built for performance, durability, and innovation, our tools are relied upon by tradespeople around the world. We’re now seeking a charismatic, hands-on Customer Services Advisor to deliver the exceptional support and service our customers deserve.

Role overview:

• Support two world-class brands.
• Champion exceptional customer experiences.
• Strengthen professional performance through service excellence.

As a Customer Services Advisor, you’ll be at the heart of delivering exceptional support to customers across two of the most respected brands within the KOKI Group portfolio. These brands set the benchmark in the global power tool market — blending Japanese innovation with German engineering excellence to create products known for performance, durability, and reliability. In this dynamic, customer-focused role, you’ll be the first point of contact for enquiries, providing knowledgeable, friendly, and efficient support that strengthens trust in both brands.

You’ll work closely with teams across the business — including sales, technical support, logistics, and marketing — to ensure every customer receives a seamless experience that reflects the high standards HiKOKI and Metabo are known for. This is your opportunity to represent two iconic names in professional power tools — HiKOKI, the intelligent force in high-performance innovation, and Metabo, the benchmark for endurance and precision — by delivering service that matches the quality of the products themselves.

In this key role, you’ll handle customer enquiries, process orders, resolve issues, and support the wider team in maintaining strong customer relationships across the UK and ROI.

What You’ll Do:

• Act as the voice of KOKI UK by delivering friendly, supportive, and professional communication that reflects the brand guidelines set by the Customer Service Manager.
• Provide outstanding customer service to all customers, ensuring every interaction is handled with care and efficiency.
• Respond to customer enquiries via phone and email, offering clear guidance and directing them to the appropriate team or services.
• Resolve customer queries in a professional, solutions-focused manner while supporting the needs of our diverse customer base.
• Assist customers with placing orders through the B2B sales ordering system and ensuring accuracy throughout the process.
• Adhere to all customer service procedures, policies, and standards to maintain consistency and service excellence.
• Support the Sales Department with administrative tasks, information requests, and customer-related needs to help drive overall business success.

Who You Are:

• Someone who takes pride in delivering exceptional customer service and enjoys helping others.
• A confident communicator who can build rapport quickly and represent both brands with professionalism.
• Calm, patient, and solutions-focused, even when handling challenging enquiries.
• Highly organised with strong attention to detail and the ability to manage multiple tasks efficiently.
• Comfortable working with systems, including order-processing platforms and email communication tools.
• A team player who collaborates well with colleagues across departments.
• Proactive, positive, and eager to learn about our products, customers, and processes.
• Someone who thrives in a fast-paced environment and is motivated to provide the best possible customer experience.

Why Join Us:

At KOKI Group UK, you’ll help write the next chapter of two iconic brands that are shaping the future of power tools. Together, we’re redefining performance through innovation, craftsmanship, and global collaboration — giving professionals everywhere the power to build, create, and achieve more. Join us and be part of a team that’s engineering excellence, powering progress, and inspiring professionals across the UK and Ireland.