Customer Service Advisor (MEA)
3 days ago
Birmingham
Vacancy No 5557\n\nJob Title CUSTOMER SERVICE ADVISOR (MEA)\n\nLocation: WEST MIDLANDS | BIRMINGHAM\n\nJob Description\n\nAre you an experienced international B2B order management and customer service professional with hands-on export, sales support or dealer support experience?\n\nDo you take pride in managing complex customer requirements accurately, coordinating international orders and ensuring every enquiry is progressed through to successful completion?\n\nThis is an opportunity to join an internationally recognised manufacturer of premium commercial interior products, known for quality, design, sustainability and a strong commitment to customer service.\n\nThis is not a traditional call centre position. It is a commercially focused international customer service, export and order management role where you will take responsibility for sales orders, quotations, dealer enquiries, export documentation and shipment coordination across the Middle East, Mediterranean and Africa.\n\nWorking within an established UK and EMEA customer service team, you will build trusted relationships with international customers, dealers, account managers, logistics partners and colleagues across production, warehousing, despatch and the wider international business.\n\nThe role offers stability, structured training, hybrid working following probation and genuine scope to develop your international customer service, export, systems and commercial knowledge within a supportive and collaborative environment.\n\nThe Role\n\nYou will act as a key point of contact for customers and dealers across the Middle East, Mediterranean and Africa, ensuring international quotations and orders are managed accurately from initial enquiry through to successful delivery.\n\nThe position combines international order management, customer service, export administration, dealer support, sales support and internal coordination.\n\nSuccess will depend on accuracy, ownership and clear communication, together with the ability to remain calm and focused on solutions when managing changing priorities, documentation requirements and international delivery challenges.\n\nThis is not a purely reactive position. You will be expected to take initiative, identify potential issues, keep customers and dealers informed and ensure actions are followed through without unnecessary delay.\n\nResponsibilities\n\n Input, manage and monitor international quotations and sales orders from initial enquiry through to fulfilment\n\n Provide professional customer service and order support to customers and dealers across the Middle East, Mediterranean and Africa\n\n Maintain accurate customer, pricing, stock, delivery and order information across internal business systems\n\n Review the order book regularly and identify issues requiring action, escalation or customer communication\n\n Prepare, process and validate export documentation to support accurate and compliant international shipments\n\n Coordinate Ex Works logistics and high volume shipments in line with relevant market import and export requirements\n\n Liaise with customers, dealers, logistics partners, account managers, production, warehousing and despatch to support successful delivery\n\n Provide clear and timely information regarding products, pricing, stock availability, lead times, quotations and delivery arrangements\n\n Manage customer and dealer enquiries professionally and take ownership of issues through to resolution\n\n Maintain accurate customer and sales activity records using CRM, ERP and internal business systems\n\n Support account managers throughout the specification, quotation and order process while building strong relationships across different countries and cultures\n\n Work to agreed service standards, communicate customer feedback internally and identify opportunities to improve processes and the wider international customer experience\n\nKnowledge, Skills and Experience Required\n\nTo be considered, candidates should be based within a realistic commuting distance of Birmingham and be comfortable working from the office during the probationary period.\n\nEssential experience and attributes include:\n\n Relevant experience within international B2B order management, customer service, export administration, international sales support, dealer support or a related position\n\n Hands on experience supporting international customers or dealers and managing orders through to delivery or fulfilment\n\n Practical experience preparing, processing or managing export documentation\n\n Experience raising and processing quotations and sales orders\n\n A clear understanding of international order management, customer communication and internal coordination\n\n Experience within an office based customer service, export or commercial support environment\n\n Confident and professional written and verbal communication skills\n\n Ability to manage multiple international orders, enquiries and priorities without compromising accuracy\n\n Strong attention to detail and a structured, organised approach\n\n Experience using an ERP, CRM or order management system\n\n Commercial awareness and the confidence to hold detailed customer and dealer conversations\n\n Ability to remain calm under pressure, take ownership and see actions through from beginning to completion\n\nExperience coordinating Ex Works shipments, working with freight forwarders or supporting customers across multiple international markets would be highly advantageous.\n\nExperience using JD Edwards, Salesforce, Oracle or a comparable system would also be beneficial, although full systems training will be provided.\n\nPrevious experience within commercial interiors, flooring, furniture, building products, manufacturing, distribution, logistics or another product led B2B environment would be beneficial but is not essential.\n\nDirect experience supporting customers or dealers across the Middle East, Mediterranean or Africa would be advantageous. Strong international export and dealer support experience across other global markets will also be considered.\n\nThe Person\n\nThis role will suit someone who is commercially aware, internationally minded and takes genuine pride in delivering an excellent customer experience.\n\nYou will be organised, methodical and attentive to detail, with the confidence to build effective relationships with customers, dealers, account managers and colleagues across different departments, countries and cultures.\n\nYou will be comfortable working within established export and order management processes while also demonstrating initiative when dealing with customer enquiries, documentation requirements, shipment challenges and changing priorities.\n\nThe successful candidate will bring a positive, hardworking and resilient attitude and will be motivated to become a trusted member of the wider international team.\n\nWhat Success Looks Like\n\nDuring the first 3 to 6 months, you will be expected to:\n\nIntegrate positively into the MEA and wider EMEA customer service team\n\nDevelop a strong understanding of the company’s products, customers, dealers, systems and international order processes\n\nBuild effective relationships with international customers, dealers, account managers and internal stakeholders\n\nDemonstrate accuracy, ownership and confidence when managing international orders, export documentation and customer enquiries\n\nCommunicate proactively across different countries, departments and time zones while consistently delivering high standards of service\n\nWhat’s in it for you?\n\nStrong basic salary of £30,000 to £35,000 depending on experience\n\n10% bonus potential based on company and regional performance\n\nWorking hours of 7:00am to 3:30pm, reflecting the time difference across the MEA region\n\nHybrid working following successful completion of probation, with 3 days in the Birmingham office and 2 days working from home\n\n25 days holiday, increasing to 27 days after 5 years’ service, plus bank holidays\n\nOption to purchase up to 5 additional holiday days each year\n\nCompany pension with employer contributions matched up to 6%\n\nHealth Cash Plan and access to an on-site gym\n\nFull product and systems training\n\nSupportive and internationally connected team environment\n\nGenuine long-term career development and progression opportunities\n\nSRS Recruitment Solutions are leading Construction Recruiters and Construction Products Recruiters specialising in Construction Products Sales Jobs, Technical Sales Building Products Jobs, Construction Product Manufacturer Jobs, Field Sales Jobs Construction, Specification Sales Jobs, A&D Sales Jobs, Interiors Sales Jobs, Design & Sales Consultant Jobs, Business Development Manager Jobs, Building Materials Jobs, Building Sales Jobs, Builders Merchants Jobs, Plumbers Merchants Jobs, Timber Merchant Jobs, Plumbing & Heating Jobs, HVAC Jobs, Timber & Joinery Jobs, Building Envelope Jobs, Roofing Materials Jobs, Fenestration Jobs, Civil Engineering Sales Jobs, KBB Jobs, Specialist Sales Jobs, Plant Hire Jobs, Tool Hire Jobs, Construction Design Jobs, CAD Jobs, Construction Management Jobs, Admin/Support/Finance/Warehouse/ Logistics Jobs, Production Jobs, Marketing Jobs, Senior Management Vacancies, Director Vacancies, Sales Director Jobs, Health & Safety / SHEQ Vacancies, Safety Products Sales Jobs