Customer Service Representative in Shildon

Job Type: Full-time

Work Location: In person

Work authorisation: United Kingdom (required)

Site Location: Shildon DL4 1PX

Experience:

• Call Handling Complaint management : 2 years (required)
• Call handling: 2 years (required)
• Administration/order processing : 2 years (required)

Do you want to work for the UK’s leading manufacturer of decorative surfaces and laminate worktops?

Are you passionate about delivering exceptional customer service?

Do you have strong organisational skills and thrive in fast-paced, high-volume environments?

We are proud of our company and how we serve our customers. We work hard to earn the trust of our customers, our peers, and our planet. If you’d like to join our brilliant team, we want to hear from you!

About the Role

We have an exciting opportunity within our Call Handling Customer Service Team at our County Durham site.

Purpose of the Role:

You will work closely with account managers to provide professional support to customers, acting as the day-to-day contact for orders, active sales, promotions, and samples. Your goal is to ensure every customer has a positive experience by responding quickly and accurately to their needs.

Key Responsibilities

• Handle inbound calls and manage email queries from customers and end users.
• Process and validate customer orders, ensuring accuracy and timely acknowledgment within 24 hours.
• Advise customers on potential delays and provide accurate delivery information.
• Collaborate with planning teams to ensure order intake aligns with production capacity.
• Manage B2C and B2B order processes, including arranging delivery and collection dates.
• Provide weekly reports and administrative support to customers.
• Support service level improvements and systems development.
• Essential Skills & Experience

Essential Skills & Experience:

• Minimum 3 years’ experience in call handling and order processing within a customer service environment.
• Proven experience in high-volume call handling.
• Strong data entry and administration skills.
• IT literate with excellent Microsoft Excel skills (including advanced functions).
• Strong planning and organisational abilities.
• Excellent communication skills, both verbal and written.
• Ability to resolve queries professionally and efficiently.

Desirable:

• Knowledge of SAP, EPICOR
• Customer service experience within a manufacturing organisation.

Qualifications

• Good level of education.
• Highly computer literate with experience using Microsoft software and ERP systems.

Benefits:

• Additional leave
• Company enhanced pension
• Employee discount
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking

If you’re ready to make a difference and join a team that values excellence, apply today!

Submit your CV and a brief cover letter outlining your experience and interest in the role via e-mail to ukrecruitment@wilsonart.co.uk

STRICTLY NO AGENCIES