Senior Customer Services Representative

TRC Northeast has recently partnered with a very well-known manufacturing client in the Birtley / Washington area and are looking for a Senior Customer Services Representative for a Fixed Term / Maternity cover until Feb 2023 with the possibility to extend.

Main duties and responsibilities:

  • Mentor new and current employees in the Customer Service Team.
  • Deputise for the Customer Service Supervisor & Inside Sales Manager when they are out of the business.
  • Pro-actively respond to customer queries e.g., order status, order amendments, thereby ensuring a high level of customer service.
  • Monitor customer accounts and/or order status on a regular basis, resolving problems with potential customer impact e.g., credit blocks, delivery issues.
  • Control the delivery process, preparing associated documentation for goods dispatch, booking transportation and agreed lead times.
  • Prioritise and process customer orders.
  • Investigate and resolve customer complaints and resolve complaints quickly and patiently.
  • Maintain thorough and accurate customer service records.
  • Keep confidential records and financial information private and secure.
  • Work as part of the sales team to drive positive Company sales results.
  • Check product availability for customer requirements
  • Communicate with customers about their orders, including any delays or changes in delivery.

Ideally candidates can demonstrate the following skills and experiences:


  • Excellent communication skills, both written and verbal.
  • Friendly & patient.
  • Excellent team player, but with the ability to work on own initiative.
  • Flexible and service-minded approach towards internal and external customers
  • Knowledge of common Microsoft programs and ability to quickly learn to master in house order processing system.
  • High degree of work responsibility and autonomy to get things done.
  • Excellent organisational skills and ability to prioritise and adapt to change.
  • Self-driven, motivated, flexible and enthusiastic.
  • Fluency in English and Spanish both written and spoken desirable.
  • Able to work in a busy environment,
  • Excellent attention to detail.
  • Critical thinker (identify, analyse and solve problems systematically).
  • Excellent listening skills.


  • Experience of handling difficult customers with tact and diplomacy and managing solutions to a satisfactory end for customer.
  • Minimum 2 years’ experience in a customer service role
  • Experience in a service-related role and environment.
  • Experience in logistics and export documentation will be useful.
  • Experience in letter of credits will be useful.

For Information call Jonathan now on 01915436209 or apply now for a confidential chat.

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