Customer Service Representative

Location:Frimley, Surrey
Salary:£25,000 - £30,000 per annum
Sector:Call Centre and Customer Service

A great opportunity to work for a leading retailer in a Customer focused role offering a great range of order processing and Account Management! The company will consider people available for a minimum of a 3-month period and will offer working from home 2 days per week.

Customer Experience Specialist is responsible for managing customer orders and identifying gaps or concerns customers may come across in their journey and alleviate such occurrences. Keeping track of customer’s journeys, interacting with customers across channels and platforms and coordinating with all internal stakeholders such as sales, marketing, manufacturing, planning, warehouse, account management, order processing in order to keep fine-tuning the customer experience.

Key Duties and Responsibilities:

  • To process orders accurately and on day of receipt, ensuring them Comply with Sales & Marketing Terms and promotions. Adhere to the Customers’ requirements and controls of the computerized order processing systems. Meet KPI requirements relating to Product-Fill and All-in Fill rates.
  • To answer queries from: Customers (existing and potential) about availability, expected delivery dates, price and trading terms, ensuring affective feedback to Sales in order to realize the full sales potential. Other departments – about Customer Service related matters
  • To ensure pricing is accurate, as appropriate within standard Terms, or special promotions and prices approved by Sales/Marketing Management.
  • To investigate invoice and transit claims, to obtain authorization for settlement or rejection and subsequently either to prepare credit note documentation or to write to the Customer explaining why the claim was rejected.
  • In conjunction with Sales Administration: To maintain Computer Master files for Customers, Promotions Link files Customer Product Codes and Order Forms
  • To participate in all briefing and training sessions.
  • Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.
  • Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, it, ops etc. to ensure that gaps in the customer experience – irrespective of where they occur in the journey – are plugged.
  • Regular customer visits and weekly communication with internal stakeholders and customer-facing teams to identify gaps and opportunities, if any in the brand experience.
  • Raising red flags wherever the business process – order processing, billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company.
  • Answer customer support messages via telephone, email, portal and enhance customer experience
  • Address customer questions about new products, promotions on sales as well as passing customer feedback onto product or sales tea to improve the company’s offerings
  • Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
  • Drive/lead projects – continuous improvement program




  • Good general GCSE standard/ equivalent – including Maths and English.
  • SAP
  • Intermediate Excel Skills


Knowledge & Experience:


  • Knowledge of office procedures, computerised order management systems.
  • Intermediate Excel Skills Logical excel formulas, VlookUp, if, concatenate, Conditional Formatting, SumIfs, CountIfs, Data Filters. Data Sorting, Pivot Tables, Cell Formatting, Data validation.
  • Good written and verbal communication skills with an organized approach to work.
  • Tact and diplomacy are essential
  • Stakeholder Engagement
  • E-mail and internet experience.
  • Working within an order-processing department dealing with customers, both internal and external.
  • Working under pressure to tight deadlines with a meticulous eye for detail


  • Dealing with large companies and large set of data
  • Easily read and interpret the data to extract useful information that can be acted upon.
  • Analyze the data sets to make the best CX related decisions based on the data
  • Retailer experience

Attributes & Skills Required:

  • Customer Focus
  • Highly motivated self-starter
  • Empathy and listening skills
  • Drive for results – Shows determination to meet the objectives
  • Continuous Improvement
  • Integrity
  • Collaboration and Project Management
  • Speed, accuracy, flexibility and agility
  • Data management
  • Confident and able to present to team
  • Can do attitudes

If you have not received a response within 5 working days then unfortunately on this occassion your application has not been successful.

Apply now

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    Would you like to discuss this role further?
    Speak to the 2i Team: 01483 414719
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