Job Description

Job Summary Summary
The Customer Service Representative (CSR) is the frontline contact for our clients, ensuring a seamless experience when engaging with our company.
This role involves processing orders, resolving customer inquiries, and handling quality issues efficiently.
The ideal candidate will have strong communication skills, a problem-solving mindset, and attention to detail to deliver outstanding service.
Why This Role Exists

• Purpose of this role: to minimise friction between clients and our production and sales teams; making interactions with our company effortless and professional.

Key Responsibilities
Client Communication & Order Processing:

• Handle incoming calls and emails from clients confidently and professionally.
• Process and confirm customer orders promptly and accurately.
• Generate and send order acknowledgments.

Issue Resolution & Problem Solving:

• Take ownership of customer issues and resolve them efficiently.
• Work collaboratively with internal teams (Inside Sales and Logistics) to ensure smooth processing.
• Escalate complex queries or product uncertainty to the appropriate sales team.

Technical & Product Knowledge:

• Develop a strong understanding of our product range, including modular and component-based office furniture solutions.
• Use a solution-oriented approach to help customers find the best fit for their needs.

Accuracy & Data Management:

• Ensure all customer interactions and transactions are accurately recorded in the ERP system in real time.
• Maintain case logs in ERP to track issues and resolutions.

Team Collaboration & Company Representation:

• Work effectively within the team to maintain a positive and productive work environment.
• Attend and participate in daily Work-in-Progress (WIP) meetings.
• Uphold company policies and maintain a professional and customer-centric approach at all times.

Success Metrics & KPIs:

• Case cycle time: The speed and efficiency of processing orders and resolving customer issues.
• Accuracy rate: Minimising errors in order processing and data entry.
• Customer satisfaction: Positive feedback and minimal escalations due to unresolved issues.
• CRM & ERP compliance: Ensuring real-time and complete documentation of client interactions.

Required Skills & Competencies

• Excellent verbal communication skills - must enjoy and excel at talking to clients over the phone.
• An outgoing and engaging personality - confident in handling customer interactions and fostering relationships.
• Problem-solving mindset - an analytical thinker who enjoys troubleshooting and providing solutions.
• Technical aptitude - an ability to grasp modular product structures and assist customers with selecting the right components.
• Attention to detail & accuracy - capable of handling high volumes of transactions while maintaining precision.
• Ability to work at a fast pace - processing orders and resolving issues efficiently without compromising quality.

Ideal Candidate Profile

• Prior experience in customer service (preferably in B2B or product-related industries).
• Experience with CRM systems and basic ERP software for order management.
• Background in a technical, furniture, or logistics-related field is a plus.

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