Our client, a well-established global manufacturer in the manufacturing industry, is seeking an experienced and confident Senior Customer Service Representative to join their collaborative team. This position is focused predominantly on B2B relationships and plays a key role in managing client expectations, coordinating orders, and delivering clear outcomes in a fast-paced environment. You’ll work cross-functionally with production, logistics, and sales to ensure accurate communication around order status, ETAs, and supply timelines.
Key Responsibilities:
- Provide high-level customer service support to B2B clients, acting as a primary point of contact
- Manage end-to-end order processing, coordinating with internal production and logistics teams
- Provide accurate ETAs and realistic delivery timeframes, proactively communicating any changes
- Handle customer enquiries, escalations, and complex requests with confidence and professionalis
- Maintain accurate CRM records, data entry, and reporting
- Collaborate closely with sales and operations to ensure seamless workflow and issue resolution
- Prepare documentation, order confirmations, and customer correspondence
- Contribute to continuous improvement initiatives within the customer service function
- Proven experience in a senior customer service or account support role, ideally within a B2B environment
- Strong ability to manage customer expectations and communicate clear, realistic outcomes
- Excellent organisational skills with the ability to prioritise in a fast-moving setting
- Confident written and verbal communication skills
- High attention to detail and accuracy across order management and data handling
- Comfortable liaising across multiple internal departments
- Proactive, solutions-focused mindset with the confidence to navigate challenging conversations
- Strong proficiency in Microsoft Office Suite and CRM systems
Our client is a respected global manufacturer recognised for quality, innovation, and long-standing customer partnerships. They pride themselves on fostering a collaborative and supportive workplace culture where initiative is valued and teamwork is central to success. This is an organisation that encourages accountability, professional growth, and open communication across all levels of the business.
