Customer Service Representative

Your new company
Hays are delighted to be supporting a leading international organisation in the recruitment of a Customer Service Representative to join their established customer operations team in Caerphilly. This is an excellent opportunity for an experienced customer service or order processing professional who thrives in a fast-paced environment and enjoys taking ownership of customer enquiries from initial order through to resolution. The role combines customer relationship management, order administration and problem-solving, requiring exceptional attention to detail and a genuine commitment to delivering outstanding service. Working as part of a supportive team, you will act as a key point of contact for customers, ensuring orders are processed accurately and efficiently while maintaining strong professional relationships.
Your new role
As a Customer Service Representative, your responsibilities will include:

• Processing customer orders accurately and efficiently, ensuring all information is correctly entered and maintained within internal systems.
• Acting as a primary point of contact for customers via email and telephone regarding order status, product availability, delivery updates and general enquiries.
• Building and maintaining strong relationships with a dedicated customer portfolio.
• Managing customer quotations, sample requests and order amendments.
• Coordinating with internal teams including supply chain, logistics, operations and compliance functions to ensure customer requirements are met.
• Monitoring customer orders throughout the process and proactively communicating any delays, supply issues or changes.
• Investigating and resolving customer queries and complaints, escalating where appropriate.
• Issuing credit and debit notes where required.
• Maintaining accurate pricing information and customer records.
• Using CRM and ERP systems to manage customer interactions and order activity.
• Identifying opportunities to improve processes and enhance the customer experience.
• Supporting wider business objectives through a proactive and customer-focused approach.

What you'll need to succeed
We are looking for individuals who can remain calm under pressure and confidently manage a busy workload while maintaining exceptional accuracy.
You will ideally have:

• Previous experience within customer service, sales support, order processing or order administration.
• Excellent attention to detail and a strong commitment to accuracy.
• Confidence communicating with customers by telephone and email.
• Strong organisational and prioritisation skills.
• Experience working within a fast-paced commercial environment.
• Good knowledge of Microsoft Office applications.
• Experience using ERP or CRM systems, ideally SAP or Salesforce.
• A proactive and solutions-focused approach to customer enquiries.
• The ability to build positive relationships with both customers and internal stakeholders.
• A team-oriented attitude combined with the ability to work independently.

What you'll get in return

• 25,000 - 27,000 per year
• Hybrid working pattern (3 days office / 2 days home)
• 35-hour working week (Monday to Friday, 9:00am-5:00pm)
• 33 days annual leave including bank holidays, plus additional benefits

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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