Customer Services Representative

Customer Service Representative – Wood Innovations

As Wood Innovations goes through a period of rapid growth and development, we are recruiting a passionate, talented, and motivated Customer Service Representative with a proven track record of hitting sales targets and managing customer relationships. The role involves sales and handling goods inwards/outwards. The ideal candidate will thrive under pressure, exhibit a professional manner, work both as part of a team and independently. Reporting to the GB Operations Managers, the position is central to the organisation and requires added knowledge and experience to aid company growth and expansion.

Responsibilities

• Monitor sales email inbox ensuring emails are dealt with in a timely manner.
• Receiving and processing sales orders on the ERP system.
• Verifying orders, including customer’s personal information and payment details.
• Raising picking lists, checking off orders picked and processing delivery dockets from picked sales orders.
• Preparing the daily haulage manifest and organising the haulage schedule with freight companies.
• Ensuring that all relevant documentation is ready, on time, for handover to the haulage companies each day.
• Dealing effectively and efficiently with customers’ requests & queries (stock availability, delivery times, notification of delays, etc.).
• Imparting technical and product information to customers including offering alternative product choices.
• Dealing with customer queries and complaints.
• Proactive telesales function within the sales office focussing on individual and team KPI’s.
• Act as a point of contact for the sales representatives, receiving and processing orders, dealing with sample requests etc.
• Meet and greet in the office and dealing with any trade enquiries.
• Work effectively with other departments.
• General office administrative duties and any other duties that may be assigned.

Qualifications

• A minimum of 3 years relevant experience in Customer Services, using a similar system in a similar industry.
• Working knowledge of the Microsoft Windows and the Office packages.
• Knowledge of sales processes/order process and order fulfilment.
• Excellent communication and customer care skills (face‑to‑face and via the telephone) and enjoy engaging with customers.
• Self‑motivated and organised individual.
• Strong telephone communication skills.
• Ability to multi‑task, prioritise, and manage time effectively.
• Have the ability and confidence to develop own technical product knowledge.
• Demonstrate strong administrative and communication skills, both written and verbal.
• Be friendly, helpful, with a positive attitude and be a flexible team player.
• Maths and English GCSE grade C and above.
• Previous experience working for an importer/distribution company in a similar role.
• Previous experience of using an ERP system.
• Previous experience of working with flooring products or construction products.

Benefits & Working Conditions

• Normal Office Hours: Monday – Friday 9:00 – 5:30pm.
• 28 Days Holidays (including Bank holidays, Christmas & New Year shutdown).
• Option to join a contributory stakeholder pension scheme after three month’s service.
• Option to join the company’s health benefit scheme after six month’s service.
• Employee Assistance Programme.
• Cycle to work scheme.
• Staff health and wellbeing programme.
• Free on‑site parking.
• Branded Clothing.
• Kitchen/catering facilities on site including complimentary tea/coffee/milk/water/fruit/bread and butter.
• Opportunity for personal and professional development and attend external training seminars.
• Tech Scheme: Select from Curry’s extensive tech offerings, spreading the cost over 12 months with salary deductions and potential National Insurance savings of up to 12%.
• Flexible working.
• Full training will be given on products, processes and ERP system.

Location

West Midlands, England, United Kingdom