Customer Service Administrator

Job Summary

The Customer Service Representative at Marlow Ropes is responsible for delivering exceptional service to customers, supporting sales operations, and ensuring accurate order processing and logistics coordination. This role plays a key part in maintaining customer satisfaction and achieving divisional sales targets.

Position Details

Job Title: Customer Service Representative

Reports to: Office Manager. Works closely with Sales Managers, Production Planning and Warehouse Team

Hours: 8:30am - 5:00pm Monday - Friday

Job Purpose

To handle customer interactions and enquiries professionally, ensuring high service standards. Identify and pursue sales opportunities to support divisional targets.

Main Responsibilities

Customer Interaction

· Respond to telephone, email, and written enquiries, resolving or escalating as needed.

· Contact customers regarding lead times, pricing, and product enquiries.

· Process customer complaints following company procedures.

· Report enquiries over £10k to the Sales Director.

Order Processing

· Accurately enter customer purchase orders into the Sales Order Processing system.

· Check stock availability and lead times before processing orders.

· Notify Production Department of any amendments to sales orders.

· Identify incomplete orders and follow up until completion.

Logistics Coordination

· Coordinate with warehouse and production teams for shipment arrangements.

· Liaise with freight forwarding companies to obtain shipping quotes and organise freight.

· Complete necessary documentation for shipment despatch.

· Match shipments to agent portals to ensure tracking.

Sales Support

· Prepare quotations and sales literature based on price lists or manager instructions.

· Maintain a quotation log and follow up on outstanding quotes.

· Identify opportunities to increase order value and sell from stock.

· Support marketing and sales campaigns as directed by Sales Managers.

CRM and Data Management

· Maintain accurate contact information in the CRM system.

· Include key details such as discounts, pricing, and shipping terms.

· Save/record relevant customer communications to CRM

Internal Collaboration

· Liaise with Credit Control regarding payment terms and account openings.

· Attend weekly sales team meetings and provide updates.

· Process and maintain stock for van representatives, including invoicing and payments.

· Review order book and report delays or chasers for production meetings.

Compliance and Reporting

· Comply with company policies, procedures, and guidelines.

· Provide backup assistance for team members and cover during absences.

· Carry out ad hoc tasks and projects as requested by management.

Essential Skills and Attributes:

· An organised and productive approach to work and the ability to manage multiple tasks, prioritise, and always maintain accuracy.

· Strong written and spoken communication skills for interacting with staff across all levels of the business and new and existing clients.

· Good knowledge of Microsoft Office (including Word, Excel and Outlook).

· Proactive approach to resolving problems and ensuring a productive workflow.

· Having a can-do attitude and innovative approach to making your mark on the role.

· Being able to spot ways to improve existing processes.

· Proven ability to work independently and have great team work skills.

· Having a keen eye for detail and showing pride in your work.

· Confident to speak with new and existing customers on the phone.

· Have a willingness to carry out proactive tasks to increase sales.

Preferred (but not essential) Skills and Attributes:

· Previous experience in a customer service role and working in a team.

· Experience in using CRM.

· Experience in quoting, order processing and invoicing.

· Knowledge on export shipping and understanding of customs processes.

Company Values

Marlow Ropes is committed to customer satisfaction, teamwork, and innovation. We value proactive communication, accuracy, and continuous improvement in all aspects of our operations.

Job Types: Full-time, Permanent

Pay: £25,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Health & wellbeing programme
• On-site parking
• Sick pay

Ability to commute/relocate:

• Hailsham BN27 3GU: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: In person