Purpose of the Role

The Customer Service Administrator is the primary point of contact for customers, ensuring the efficient management of orders and delivering a high standard of customer service throughout the customer journey.

The role supports both customers and the wider sales team by managing enquiries, processing orders, resolving issues, maintaining accurate records, and coordinating key administrative activities. The Customer Service Administrator plays an important role in supporting customer retention, business growth, and the delivery of an excellent customer experience through the effective use of digital tools, including CRM systems and the Company's digital platforms.

Key Responsibilities

Customer Service

• Provide a high level of customer service by ensuring orders are processed accurately and efficiently.
• Respond promptly and professionally to customer enquiries via telephone, email, and other communication channels.
• Resolve customer queries and complaints where possible, escalating issues appropriately when required.
• Maintain regular contact with allocated customers to build and strengthen relationships.
• Deliver ongoing support to ensure customer satisfaction and retention.

Sales and Commercial Support

• Work closely with Account Managers to understand customer requirements and identify suitable product and service solutions.
• Support the preparation and follow-up of quotations and sales opportunities.
• Assist in converting enquiries into orders by providing customers with accurate product, pricing, and delivery information.
• Conduct proactive customer calls to support relationship management and identify opportunities for business growth.
• Identify potential new customers through referrals, recommendations, and market opportunities.

Order Management and Administration

• Process customer orders accurately and manage them through to delivery.
• Maintain accurate customer records and ensure data quality within CRM and other business systems.
• Use commercial systems and digital tools to support customer service, sales activities, and business development initiatives.
• Assist with routine administrative tasks to support the efficient operation of the department.

Operational Support

• Manage and coordinate customer claims and complaints in line with Company procedures.
• Arrange local transport and liaise with logistics providers where required.
• Support the resolution of credit and invoicing queries in conjunction with relevant departments.
• Assist with compliance-related activities, including issuing documentation and completing customer quality questionnaires.
• Process jobbing orders and support customer and product activations within Company systems.
• Maintain accurate documentation and records in accordance with Company requirements.

Team and Collaboration

• Work collaboratively with colleagues across Sales, Logistics, Finance, Supply Chain, and other departments to meet customer expectations.
• Share knowledge and best practice to support team performance and continuous improvement.
• Provide support and guidance to colleagues where appropriate.

Person Specification

Essential

• Previous experience in a customer service, sales support, or administrative role.
• Excellent communication and interpersonal skills.
• Strong organisational skills and attention to detail.
• Ability to manage multiple tasks and prioritise workload effectively.
• Customer-focused approach with strong problem-solving skills.
• Competent in Microsoft Office applications and CRM systems.

Desirable

• Experience within a business-to-business (B2B) environment.
• Experience within manufacturing, distribution, polymers, chemicals, or a related industry.
• Knowledge of order processing and customer account management.

Oxygen Competencies

Focus on Customer

• Gains insight into customer and supplier needs.
• Establishes and maintains effective customer and supplier relationships.
• Takes ownership of customer requirements and seeks positive outcomes.

Communicate Effectively

• Communicates clearly and professionally.
• Ensures messages are accurate, timely, and understood.

Be Self-Aware

• Learns from experience and feedback.
• Demonstrates a commitment to personal development.

Show Accountability

• Takes ownership of responsibilities and outcomes.
• Delivers commitments and follows through on actions.

Show Courage

• Addresses challenges and difficult issues constructively.
• Speaks up when necessary and remains resilient in the face of setbacks.

Value Differences

• Respects and embraces different perspectives and cultures.
• Maintains a positive, inclusive, and non-judgemental approach.

Build Team

• Contributes positively to team success.
• Supports colleagues and helps create an engaged working environment.

Develop Talent

• Shares knowledge, experience, and best practice with others.
• Supports the development of colleagues through constructive feedback.

Show Business Acumen

• Understands how individual performance contributes to Company objectives and success.

Drive Innovation and Creativity

• Identifies opportunities to improve processes and ways of working.
• Embraces new ideas and technologies.

Manage Change

• Adapts positively to changing priorities and business requirements.
• Supports others through change when required.

Drive Results

• Demonstrates determination and persistence in achieving objectives.
• Maintains focus on delivering high-quality outcomes for customers and the business.