Customer Service Administrator

Customer Service Administrator

Location: Redhill (Hybrid)

Role Purpose

We are looking for a proactive and customer-focused Customer Service Administrator to support the delivery of Supply Chain objectives across multiple business units.

This role plays a key part in ensuring excellent service to customers by managing orders accurately, resolving issues efficiently, and maintaining strong relationships with both internal and external stakeholders.

The successful candidate will help deliver a best-in-class customer experience, supporting the organisation's commitment to exceptional customer service and operational excellence.

Essential Skills, Experience and Knowledge

The ideal candidate will demonstrate:

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• Strong numerical and analytical skills with a high level of data accuracy.
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• Excellent communication and customer service skills.
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• The ability to identify and resolve problems quickly and effectively.
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• Strong organisational skills with the ability to prioritise workload and meet deadlines.
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• A high level of attention to detail and commitment to quality.
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• A proactive approach, showing initiative and a continuous improvement mindset.
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• Proficiency in Microsoft Office applications, including Excel, Word and Outlook.
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• The ability to work collaboratively across teams and build positive working relationships.
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Reporting Structure

Reports to: Customer Service Team Leader

Direct Reports: None

Key Responsibilities

Customer Service & Order Management

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• Process customer orders accurately and within agreed timelines.
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• Ensure all orders are communicated and confirmed with third-party logistics providers (3PL).
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• Manage order amendments, ensuring all systems and records are updated accordingly.
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• Enter and manage clearance, destruction and downgrade orders.
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• Coordinate and manage the end-to-end sample ordering process.
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• Arrange and authorise special deliveries, courier requirements and stock uplifts as required.
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• Ensure sales orders are despatched and invoiced promptly to support cash flow objectives.
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Operational Support

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• Complete all month-end activities accurately and within required deadlines.
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• Process purchase orders and stock receipts as necessary to support accurate reporting.
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• Liaise with operational sites and distribution centres regarding direct deliveries.
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Customer & Stakeholder Management

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• Build and maintain strong relationships with customers, proactively managing service and supply performance.
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• Act as a key point of contact for customer queries, ensuring timely and effective resolution.
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• Liaise with Quality teams regarding product issues, customer requests and traceability requirements.
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Continuous Improvement

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• Contribute actively to the delivery of organisational objectives and strategic priorities.
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• Embed a continuous improvement culture by identifying opportunities to enhance processes and ways of working.
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• Ensure service, supply and waste-related information is communicated promptly to relevant stakeholders.
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• Work collaboratively with Supply Chain Planning teams to minimise waste by securing derogations, identifying downgrade opportunities and facilitating stock redistribution where appropriate.
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