Customer Service Advisor

Job Title

Customer Service Advisor

Department

Customer Operations - (Customer Services)

Reporting to

Customer Service Manager

Location

Erith, DA18

Job Summary

A Customer Service Advisor is responsible for delivering a professional, efficient, and customer-focused service to customers. Acting as the first point of contact, the role manages interactions via telephone, email, and face-to-face communication, ensuring enquiries are handled promptly and effectively.

The role serves as a central link between customers and the business, working closely with our external sales teams and internal departments, the Customer Service Advisor coordinates activities across functions to ensure seamless service is delivered throughout the entire customer journey. The role is responsible for maintaining accurate customer information, supporting efficient order fulfilment, and proactively identifying and resolving issues to minimise disruption to customers.

A key aspect of the role is building and maintaining positive customer relationships through clear communication, strong product and service knowledge and a proactive, solution-focused approach. The Customer Service Advisor contributes to high levels of customer satisfaction, customer retention, and operational excellence by delivering an efficient and responsive service, ensuring the accurate and timely processing of customer requests, and resolving issues effectively while complying with company policies, procedures, and quality standards.

Key Responsibilities

• Respond to customer enquiries via phone, email or personal contact ensuring all relevant information is logged.
• Support all customer contact points with regards to customer interactions.
• Provide accurate information at all times regarding products & services.
• Resolve complaints and provide effective solutions.
• Process orders, returns, and account updates.
• Maintain accurate customer records.
• Deliver excellent customer service with professionalism and empathy.
• Meet performance targets and service standards.
• Work with other teams/functions to resolve customer issues efficiently.
• Stay up to date with company products, services, and policies.
• Conform to all company processes.

Expectations

• Maintain a professional positive customer first approach in all interactions.
• Strong attention to detail and accuracy in a timely manner.
• Ensure customer expectations are managed effectively through all processes/enquiries.
• Participation in training and development activities.
• Ownership of every interaction through to completion.
• Willingness and able to manage and withstand change.
• Support any ad hoc tasks to enhance the customer journey.
• Identify ideas and opportunities to improve processes, customer experience and operational performance.
• Align with company initiatives to enhance customer retention and growth.
• Escalate complex issues appropriately and inform stake holders where necessary.
• Promote a culture of continuous improvement, customer satisfaction and service excellence.

Person Specification

Qualifications

Essential

- Customer service experience or transferable customer-facing experience

Desirable

- Customer Service, Business Administration, or related qualification

Experience

• Essential
• Previous customer service role
• Experience in complaints handling
• Administration in fast paced environment

Desirable

• Experience within a B2B environment
• Experience working within customer service, customer operations, or sales support functions
• Order processing
• Experience using SAP

Skills

• Essential
• Excellent Verbal and written communication skills
• Clear and confident approach
• The ability to remain calm under pressure and handle complaints effectively
• Strong attention to detail and accuracy when handling customer information
• A customer-focused approach with empathy, patience, and a commitment to delivering excellent service
• Microsoft office proficiency

Desirable

- CRM systems

- Order processing systems

- SAP – SD module knowledge

Additional Information

The Customer Service Advisor is responsible for delivering professional, responsive, and consistent support to customers and all contributing functions within the business. Success in the role is measured by customer satisfaction, service quality, timely issue resolution, accuracy, adherence to service standards, and contribution to customer retention and engagement.

What We Offer

Earn up to an extra £1200 per year on OTE

23 days holiday (raising up to 28 with Length of Service)

Pension in line with auto-enrolment

Health Care plan – money towards your dental, optical and treatment therapies!

Employee Assistance Programme

Staff discount on all Wurth products

Career progression

Apply now and power the growth of our network!

We are committed to fostering inclusion and diversity to support the future success of the Würth Group.

Please note: Interviews may take place while the role is advertised. We reserve the right to close the role early if sufficient applications are received.