Customer Service Representative
hace 1 día
Aston
At Thrislington Cubicles, we've been crafting the worlds best toilet cubicles from our UK-based factory since the 1960s. With over 50 years of experience, weve developed a reputation for delivering precision-engineered, hand-finished products that are custom-built for each individual space, like a Savile Row suit, made to measure and built to last. Many of our team members have been with us for decades, and their expertise drives the quality were known for.We are proud to be part of Bobrick Washroom Equipment Inc, a global leader in commercial washroom solutions. As part of the Bobrick family, we combine the strength and stability of a global organisation with the craftsmanship and service of a proudly British manufacturer.Our products are tested rigorously before launch, allowing us to offer an industry-leading warranty and an outstanding after-sales service. Unlike many in our sector, we dont just manufacture, we supply, install, and support projects worldwide to ensure every installation looks as good as it was designed.SummaryThe Customer Service Assistant will play an important role supporting the Logistics Department within the Deeside Division. Responsibilities include handling inquiries, processing orders, and maintaining accurate records, and assisting with administrative tasks that support daily operations. The role involves collaboration with the logistics team to coordinate shipments and resolve issues. This individual must be a team player and work in a cooperative and supportive manner. This position reports to the Service and Logistics Manager.Customer Service Responsibilities:Monitor email service requests from external customers, which include contractors, distributors, and site management. Using email and within the boundaries of company policy acknowledge receipt and answer where appropriate, reallocating, or escalating queries when required.Monitor email and MS Teams service requests from internal customers, which include cross functional division departments, UK and overseas based sales managers and management. Using email and MS Teams acknowledge receipt and answer where appropriate, reallocating, or escalating queries when required.Receive and triage general enquiries, acknowledge receipt, and allocate to the appropriate department or person.Provide a daily shipping update to all customers with export orders in transit.Access and escalate complaints as required to the relevant department management.Manage projects start and coordinate with relevant functions, beginning at the specification phase and continuing through purchase order receipt, drafting coordination, manufacturing release, and final shipment; ensuring continuity, alignment, and proactive oversight from pre-order engagement through project completion.Review and interpret CAD drawings to support customer discussions and identify risks, discrepancies, or missing information in drawings via phone calls or emails.Provide technical support and troubleshooting for field-related inquiries to resolve issues and guide customers through solutions.Maintain in-depth knowledge of company products to make informed technical and operational decisions; advise clients and colleagues on product applications.Addresses complaints and requests from distributors and field teams, assess their needs, and process orders to fulfil those requirements accurately and efficiently.Engage in hands-on technical learning to stay current with product and system developments.Review and validate purchase orders against quotes, approved layouts, specifications, and contractual requirements to ensure entry into CSI is accurate for processing and invoicing.Ensure scope alignment between architectural drawings, distributor expectations, and Thrislington product capabilities.Proactively manage project timelines including drafting approval cycles, revision control, material trigger points, production scheduling, and shipping milestones. Communicate any failed or at-risk ship dates to the C/S Manager.Maintain comprehensive project documentation within ERP/OMS systems to ensure traceability and audit integrity.Provide accurate and timely responses to inquiries related to pricing, specifications, lead times, installation expectations, and order status.Proactively communicate production updates, potential delays, or scope concerns to ensure transparency to their manager and Operations teamHandle escalated concerns with diplomacy, professionalism, and solution-oriented communication. Ensure all communications reinforce alignment between customer expectations and operational capabilities. Investigate customer complaints related to quality, delivery, documentation errors, or specification discrepancies and provide feedback to the relevant party for CCR entry.Monitor revisions that may impact cost, material usage, or production timelines and update CSI based on revisions provided from CAD or Sales. Maintain comprehensive project documentation within ERP/OMS systems to ensure traceability and audit integrity.Perform order entry into the organizations ERP system in a timely manner with a high degree of accuracy.Initiate and process return authorizations (RMA) in accordance with company policies and warranty guidelines and communicate clearly with customers regarding return procedures, credit timelines, and replacement expectations.Logistics and Administration Responsibilities:Support the administration of new projects, this includes adding and maintaining changes to the Master Production Plan, in advance of further manufacturing scheduling by the logistics and/or planning manager.Update and maintain changes to the Master Delivery Plan for approval by the Logistics Manager.Coordinate the export collections with the freight forwarding company. Provide all relevant export documentation required for each shipment, such as commercial invoices, ensuring the goods meet all compliance requirements for shipping.Visit the Chamber of Commerce to complete export documentation as required.Coordinate UK direct deliveries with sites and contractors and complete induction forms as required.Communicate late changes or requests to the Deeside despatch team using the designated MS Teams channel as required.Support and assist fleet management with booking vehicle services, maintenance and MOT tests for Thrislingtons delivery and installation team.Manage incoming vehicle fines, e.g. parking charges, speeding fines, and communicating necessary payroll deductions with Human Resources as required.Administer the RingGo, London congestion charge and fuel cards when required.Distribute job schedules to the offloading team on a weekly basis.Using nominated courier companies arrange the shipment of finished goods, including hardware, replacement parts, etc. Provide the ship date and shipment tracking information to relevant parties when shipment has been arranged.QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education and/or ExperienceSecondary school level of education, with Mathematics and English GCSEs at grade A- C or Grade 4 +Excellent communication skills; both written and verbal ability to operate in a fast-paced open office environment2+ years of experience in customer service, order management, or project coordination within a manufacturing or distribution environment.Demonstrated skills in the following areas: team/project leadership, professional oral and written communication, and analytical problem solving.Proficient with computer software programs including Excel, Work, and PowerPoint.Experience working with ERP systems (e.g., order entry, production coordination, inventory visibility).Strong interpersonal skills and the ability to work effectively on their own and in a team environment with employees in all environmentsExcellent organisation skills and the ability to manage multiple tasks at any one timeLanguage SkillsAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.Must have the ability to effectively present information and respond to questions from groups of department employees, managers, clients, customers, and vendors.Mathematical SkillsAbility to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.Work EnvironmentFast-paced environment handling multiple customer enquiries and requests.Interaction with customers via phone, email, live chat, or face-to-face.Collaborative team setting working closely with colleagues and supervisors.Use of customer service software, EPR systems, and internal communication tools.Target-driven role with service level and response time expectations.Professional and customer-focused atmosphere requiring clear communication and problem-solving skills.Requires the ability to remain calm, organised, and positive when resolving customer issues.Physical DemandsProlonged periods of sitting at a desk and working on a computer.Frequent use of a telephone, headset, and computer systems.Ability to type and navigate multiple systems simultaneously.Occasional standing or moving around the workspace as required.Ability to maintain focus and attention to detail for extended periods.May require handling light materials such as paperwork, files, or small office supplies.Ability to communicate clearly with customers verbally and in writing.Capability to manage repetitive tasks in a busy customer service environment.Why join Bobrick / Thrislington?Youll enjoy the stability of a long-established company combined with the growth opportunities of a global leader. We offer a supportive and inclusive culture, competitive benefits, and the chance to contribute to sustainable solutions that make a difference worldwide. If youre seeking a career where you can make an impact, grow your skills and contribute to a company built on innovation, integrity, and sustainability, Bobrick/Thrislington is the place for you. Together, were shaping the future of washroom design, one project at a time.Legacy & Leadership Over 100 years as a global leader in washroom solutions.Purpose-Driven Impact Products that improve hygiene, accessibility & sustainability worldwide.Growth Opportunities Training, mentorship & career advancement.Inclusive Culture Collaborative, respectful, and diverse workplaceSustainability Commitment Supporting green building and environmental stewardship.Stability with Reach Privately held, established brand with international presence.Our CultureWe view our culture as a competitive advantage and a foundation for continued success. Our positive and supportive culture encourages our people to do their best work every day. Bobrick/Koala respects work-life balance, has a strong commitment to employee development and attributes its success to five core values and their alignment with its employees, suppliers, sales representatives, distributors and other channel partners. We are dedicated to:Do the right thing: Conduct all aspects of business honestly, ethically, and responsibly.Offer the best value: Provide products and services which best meet each customer's needs.Treat everyone with dignity and respect. Embrace all backgrounds and experiences, promote equity, and be inclusive. Help each employee develop and achieve their potential.Foster a fearless and trusting culture.Continuously improve everything we do.Benefits:Monday - Friday 8:30am - 5pm20 days holiday (plus 5 for Christmas shutdown), plus bank holidaysCompany matched pension upto 5%Company bonusDental SchemePrivate Medical InsuranceService recognition programNo terminology in this advert is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we are pleased to accept applications from all sections of the community. Any qualifications listed are indicative and we confirm that we are willing to accept applications from people holding equivalent qualifications.TPBN1_UKTJ