Senior Customer Service Representative

Senior Customer Service Representative
Oldbury, West Midlands
Are you an experienced Customer Service professional who thrives in a fast-paced environment and enjoys building strong customer relationships? My client is looking for a proactive and customer-focused Customer Service Representative to join their team in Oldbury.
The Role
As a Customer Service Representative, you will play a key role in ensuring customers receive an exceptional service experience from order placement through to delivery. Working closely with internal departments including Sales, Credit Control and Order Fulfilment, you will manage customer enquiries, process orders and support international trade activities.
Key Responsibilities

• Process and manage customer orders accurately and efficiently.
• Respond to customer enquiries and act as a key point of contact.
• Provide regular updates on order status, deliveries and service issues.
• Coordinate import and export administration activities.
• Process credit notes, debit notes and returns requests.
• Log and manage customer complaints.
• Maintain customer records, pricing information and account details.
• Support the setup of new customer accounts and delivery locations.
• Liaise with the accounts team to arrange credit releases and resolve payment issues.
• Assist with collection of outstanding payments when required.
• Prepare documentation for letters of credit, collections and other banking requirements.
• Maintain order tracking and OTIF (On Time In Full) records.
• Support supply chain and continuous improvement projects.
• Provide cover and support to colleagues during periods of absence.

Criteria:
My client is looking for someone who can demonstrate:

• Previous experience in a customer service or customer operations role.
• Experience working within a manufacturing, chemical processing, industrial or hazardous goods environment would be beneficial
• Excellent communication and relationship-building skills.
• A customer-focused approach with strong attention to detail.
• The ability to prioritise workload and work effectively in a busy environment.
• Strong IT skills, including Microsoft Office applications.
• Experience using ERP or business management systems.
• Analytical and problem-solving skills with a results-driven mindset.
• A collaborative team-player attitude.