Customer Service Specialist

6 days ago

Colchester, United Kingdom Clipper Retail Ltd Full time

Clipper Retail is one of the largest providers of retail accessories - delivering shop equipment, innovative security solutions, retail labelling and packaging to blue chip retailers across the UK and Europe. We’re committed to delivering complete solutions to our retail partners, providing a wide range of proven retail accessories and retail labelling at the best possible prices.

We are seeking an experienced **Customer Success Specialist** to join our team. Based in our Colchester office, the primary responsibility of this position will be to provide outstanding customer account management. To succeed in this position, you will be able to work in a fast-paced environment, be self-motivated, quick-thinking, and highly detail-oriented, with outstanding customer service and presentation skills.

**Key Responsibilities**:

- Manage customer accounts and build, maintain, and grow long-term relationships with all customers.
- Proactively monitor customer engagement, sales and inventory trends through regular client interactions and provide ongoing feedback to sales and other key internal stakeholders.
- Act as voice of the customer while assisting in developing, carrying out, and improving the Customer Experience through the entire journey.
- Leads customers and sales through business reviews and regular reporting and communications.
- Manage and fully own the order fulfillment process from start to finish including customer purchase order requests, order entry/review/confirmation, customer correspondence, shipping, billing inquiries, and follow-up, all while ensuring customer satisfaction.
- Monitors order flow and keeps internal and external customers updated throughout the order process to proactively identify problems, resolve issues, develop alternative solutions, and avoid shipping and billing discrepancies. Process and oversee product returns.
- Manages the delivery flow by liaising directly with procurement, logistics and the customer, acts as the first point of customer contact and professionally manages queries and complaints to ensure that they are resolved within agreed timelines.

**Education and Experience Required**:

- 3+ years prior customer service experience (business to business with inventory-based product).
- Extensive account management and order processing experience including experience balancing multiple tasks and customer needs simultaneously.
- Self-motivated with a positive can-do attitude and the ability to be flexible in a fast-paced dynamic environment.
- Team player with ability to work well with supervisors, co-workers, other departments, etc.
- Highly organized with strong attention to detail.
- Outstanding written and verbal communication skills. Strong, confident presentation skills.
- Intermediate level experience with SAP (or similar ERP product), Microsoft Outlook, Excel, Word and PowerPoint.
- Authorization to work indefinitely in the UK without restriction or sponsorship.

**Job Types**: Full-time, Permanent

Pay: £28,000.00-£33,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Company pension
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Application question(s):

- Are you authorized to work indefinitely in the UK without restriction or sponsorship?

**Experience**:

- Customer service (B2B with inventory-based product): 2 years (required)

Work Location: In person

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