Customer Service Specialist

2 weeks ago

Colchester, United Kingdom Sekura Global Full time

Sekura Global is an expert provider of innovative loss prevention solutions specializing in security tags. We partner with large retailers to develop discreet, easy to use products that offer a high level of security, protection, and peace of mind. Our mission is to be the world’s most innovative global retail security provider.

We are seeking an experienced **Customer Service Representative** to join our fast-growing team. This position will be based in our Colchester office with primary responsibility 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. Ensure Sekura is recognized as first class within the industry.
- 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:

- High School diploma or equivalent.
- 3+ years prior customer service experience (business to business with inventory-based products).
- 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 customers and colleagues at all levels.
- Highly organized with strong attention to detail.
- Outstanding English written and verbal communication skills.
- Intermediate level experience with SAP, Microsoft Outlook, Excel, Word and PowerPoint.
- Authorization to work indefinitely without restriction or sponsorship.

Schedule:

- Monday to Friday

**Experience**:

- business to business customer service & account management: 2 years (preferred)

Work authorisation:

- United Kingdom (required)

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