UK Brands Commercial - Customer Service Advisor

JOB TITLE – Prime Account & Customer service admin agentREPORTS TO – UK Customer Service Assistant Manager LOCATION – Loughborough DEPARTMENT – Customer Service
Role Purpose: Working as part of a collaborative team to deliver a customer-centric experience for prime accounts and sales managers by managing end-to-end order processing, portal administration, and cross-departmental operations.
Core Responsibilities:

As the primary point of contact for UK customer service, you will efficiently handle all correspondence and proactively engage with both existing and potential customers to thoroughly understand their needs.
You will manage the end-to-end customer journey by routing and resolving enquiries in line with company SLA standards, alongside providing comprehensive after-sales support to manage fault resolution and claims.
By maintaining deep product knowledge, you will confidently suggest add-ons or alternative options to enhance the client experience and maximise sales opportunities.
Additionally, your role involves critical daily administration, ensuring that prime account web and EDI portals are meticulously managed, updated, and functional to support seamless order processing and customer operations.

Required Skills:

Strong interpersonal skills to build long-term loyalty with existing and potential clients
Skilled in managing professional emails, live chat, and multi-line telephone systems.
Problem-solving skills to resolve customer inquiries efficiently during the initial touchpoint.
Ability to learn and confidently advise on technical specifications & delivering design inspiration, offering tailored styling options, and making product recommendations.
Basic computer skills (e.g., emailing, basic data entry, and multi-window web browsing).
Bridge communication between Customer Service, Prime Account Sales Managers, and operations teams to align on customer expectations.