Customer Service Assistant

Location: Bicester (Hybrid working available after probation) Reports to: Customer Service Manager

About Bentley Designs

Bentley Designs is a second-generation family business and one of the UK and Ireland’s leading furniture suppliers. Established in 1988, we’re known for delivering market-leading designs with exceptional craftsmanship and outstanding value. Our commitment to quality, innovation and customer service has earned us long-standing partnerships with top national and independent retailers.

The Role

As a Key Account Handler, you will provide proactive and attentive customer service to all accounts within your designated sales territory. You’ll act as the reliable point of contact for key customers, maintain accurate order processing and resolve queries promptly. This role supports both the Customer Services Manager and Area Sales Managers, focusing on building relationships with customers, ensuring orders flow smoothly, and keeping everyone informed from order placement to delivery.

Key Responsibilities

• Account Management & Customer Care
• Manage the customer service activity within a designated territory, maintaining detailed knowledge of each key customer’s needs.
• Handle daily service requests, delivering timely updates to customers and relevant internal teams.
• Build strong working relationships with key customers and their Area Sales Managers, acting as a dependable point of contact for queries.
• Order & Service Administration
• Process customer orders accurately and promptly via our ERP system, including direct container orders from placement to shipment.
• Manage collection requests, cancellations and amendments.
• Oversee the spare parts process – picking, packing and maintaining stock levels.
• Own the ordering process for specific key accounts, uploading daily order and stock data to ERP and coordinating weekly collections.
• Generate weekly reports for accounts to track outstanding orders and delivery dates.
• Chase outstanding service or collection issues to resolution.
• Reporting & Communication
• Produce and distribute regular reports to key customers and internal stakeholders, including weekly delivery schedules and stock updates.
• Liaise with the Transport Department to monitor outstanding deliveries, ensuring customers are informed and issues are resolved efficiently.
• Answer general phone and email enquiries from customers and end consumers, escalating persistent issues to the Customer Services Manager.
• Coordinate with accounts, transport and operations teams to manage orders and logistics effectively.
• Support Area Sales Managers by providing account updates and contributing to department development and KPIs.
• Assist other departments when needed and help maintain clean, organised workspaces (e.g. spare parts room).

What We’re Looking For

• Strong customer service and account-management skills with excellent communication and problem-solving abilities.
• Attention to detail and accuracy in data entry and follow-up enquiries.
• Proficiency in order processing and familiarity with ERP systems (experience with Microsoft Dynamics Business Central is advantageous) and good Microsoft Office skills.
• Able to remain calm, empathetic and diplomatic when handling demanding customers or complex queries.
• Team player with experience working cross-functionally.
• Ability to prioritise multiple tasks and remain resilient under pressure.
• Prior customer service experience (furniture or home interiors advantageous but not essential).

Why Join Us?

You will join a family-owned business with four decades of experience and a reputation for quality. In this central, office-based role, you’ll be part of a supportive team that values collaboration and continuous improvement. You’ll help maintain our high service standards and play a key part in keeping our customers happy and our operations running smoothly. If you’re an organised, customer-focused professional looking to build a career with a respected furniture supplier, we’d love to hear from you.

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