Customer Service Administrator

Company: Soil Instruments Ltd.Job Title: Sales & Customer Service Administrator Reports to: Sales ManagerPosition SummaryThe Sales & Customer Service Administrator supports the sales team and ensures exceptional customer experience by managing orders, responding to client enquiries, coordinating internal processes and maintaining accurate records. This role serves as the key link between customers, sales engineers and internal departments, helping drive efficiency, customer satisfaction and revenue growth. The role will provide administrative and operational support to the Sales Department and the Stores & Logistics Controller. This is a full-time position and is located at the Company's office in Uckfield.Key ResponsibilitiesServe as the first point of contact for incoming customer enquiries via phone, email and online platforms;Provide prompt, professional and accurate information about products, service, pricing and order status;Resolve customer complaints or issues efficiently and escalate when necessary;Manage the customer details and contact information and maintain CRM accuracy;Support the sales team by preparing quotes for standard products, consumables, and repeat orders, in line with published price lists or agreed discounts;Process new incoming orders in line with company procedures and liaise with Operations for fulfilment;Track order fulfillment and delivery status; liaise with logistics and the operations teams as needed;Resolve customer order-related queries (e.g. pricing, part numbers, delivery dates, invoicing details, credit status, export control);Liaise with Production, Stores, and Accounts to confirm lead times, order progress, credit status, payments, etc.Support administration of all after-sales activities (e.g. following up overdue calibrations, updating service records, arranging collections/deliveries);Keep customers informed on order status from enquiry through to delivery;Responsible for sourcing freight quotations;Prepare required export documentation, including Commercial Invoices, Certificates of Origin, etc.Ensure adherence to UK export control and trade compliance requirements;Liaise with freight forwarders, couriers, and shipping agents to ensure timely and compliant deliveries;Maintain accurate and current CRM records for all quotations, orders, and opportunities, ensuring reliable data for forecasting and decision-making;Track and report agreed KPIs, including quote turnaround, conversion rates, response times, and CRM data accuracy;Update after-sales service records and assist the Technical Sales & Support Engineer with routine case administration in Teamwork;Prepare monthly KPI and ad-hoc commercial reports to support management reviews and audits;Provide general administrative support to the Commercial and Management team as required;Any other tasks or duties as may be assigned by the Company from time to time.Experience, Qualifications & Skills:Previous experience in inside sales, sales administration, or customer service, ideally within a B2B or technical environment.Strong written and verbal communication skills, with the ability to interact confidently with customers and colleagues at all levels.Proven ability to manage quotations, orders, and customer records with a high degree of accuracy and attention to detail.Experience with CRM and ERP systems for order processing and customer data management.Experience supporting logistics or order fulfilment processes, including preparing export documentation and liaising with freight forwarders/couriers.Strong organisational skills, with the ability to manage multiple tasks, prioritise effectively, and meet deadlines.Proficient in Microsoft Office (Word, Excel, Outlook, Teams).CompensationBase salary depending on the candidate's experience.Twenty days holiday plus statutory bank holidaysPension & Life InsurancePrivate Health InsuranceCompany Background:Soil Instruments Ltd. is a world leader in developing and manufacturing geotechnical sensing measurement products serving the Structural Health, Construction, and Civil Engineering markets and is a dominant brand in Europe. With a global reach into over 30 countries and thousands of proven applications, the Company is a recognized leader in geotechnical instrumentation. For more information, please visit www.soilinstruments.com