Customer Service Representative Support

Department: Customer Service
Reports to: Customer Service Manager
Location: Daventry (4 days in office, 1 from home)
Hours: 37.5

Job Purpose

To provide administrative and operational support to the Customer Service Representatives (CSRs), ensuring customer orders are processed accurately and efficiently and that the CSR team has the information and support required to manage customer accounts effectively.

The role is primarily office-based and internal-facing, with no direct responsibility for dealing with customers.

Main Duties and Responsibilities

• Provide day-to-day administrative support to the CSR team.
• Process customer orders accurately and in a timely manner.
• Enter and maintain accurate order and customer information on company systems.
• Check orders for correct quantities, specifications, artwork and delivery requirements.
• Assist CSRs with order amendments, reworks and changes.
• Prepare and maintain relevant order documentation.
• Follow up on outstanding internal actions and provide updates to the relevant CSR.
• Monitor order progress and highlight any potential issues or delays to the CSR.
• Assist with the administration of artwork submissions and approvals.
• Ensure the correct artwork and specifications are linked to the relevant orders.
• Liaise with Production, Artwork, Purchasing, Warehouse, Dispatch and Finance teams as required.
• Obtain information from internal departments to support the CSR team.
• Maintain accurate records and ensure company systems are kept up to date.
• Assist with reports, spreadsheets, filing and general administration.
• Support the team with invoice and credit note administration where required.
• Ensure all work is completed in accordance with company procedures.
• Maintain confidentiality of customer and company information.
• Provide additional administrative support to the wider Customer Service team as required.

Skills and Experience

Essential:

• Previous experience in an administration, sales support, customer service support or similar role.
• Good organisational and administrative skills.
• High level of accuracy and attention to detail.
• Good working knowledge of Microsoft Office, particularly Outlook and Excel.
• Ability to manage multiple tasks and prioritise workload effectively.Good written and verbal communication skills.
• Ability to work as part of a busy team.
• A reliable and proactive approach to work.

Desirable:

• Experience within a printing, labels, packaging or manufacturing environment.
• Experience using an ERP, CRM or order-processing system.
• Previous experience supporting a Customer Service or Sales team.
• Knowledge of production processes and order administration.
• Experience working with artwork or product specifications.

Personal Attributes

• Organised and methodical.
• Reliable and dependable.
• Accurate and detail focused.
• Proactive and willing to take responsibility.
• Able to work to deadlines.
• Good team player.
• Flexible and able to respond to changing priorities.
• Calm and professional under pressure.
• Positive attitude and willingness to support colleagues.

General

The above duties are not exhaustive and the post holder may be required to undertake other reasonable duties appropriate to the role and level of responsibility.

The company reserves the right to review and amend the duties and responsibilities of the role in line with business requirements.

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