Reports to: Customer Service Manager

Location: Parlow Hall Farm Estate, King Street, High Ongar, Essex, CM5 9QZ

Hours: 9:00am to 5:30pm

JOB PURPOSE

We are seeking a highly organised and proactive individual to join our Customer Services team. The role provides essential support to the Customer Service Manager, Sales, and Operations teams, while liaising with suppliers, clients, and internal departments. You will be responsible for managing the full lifecycle of project orders—from initial processing through to delivery and invoicing—ensuring accuracy, efficiency, and exceptional customer service throughout.

KEY RESPONSIBILITIES

Project & Order Management

·         Manage the full lifespan of assigned projects, from order placement to final invoicing.

·         Raise multiple purchase orders with manufacturers and ensure delivery dates meet required lead times.

·         Check and verify order confirmations, ensuring accuracy of goods, pricing, and project budgets.

·         Monitor project margins and report any issues that may impact profitability.

·         Complete weekly reports, including goods‑in logging and missing confirmation reports.

·         Ensure all supplier deliveries are received into the logistics platform in time for scheduled customer delivery.

Customer & Supplier Coordination

·         Build and maintain strong working relationships with key suppliers.

·         Ensure all new clients are credit‑checked and approved before processing orders.

·         Provide exceptional customer service, ensuring clients receive a seamless and professional experience.

·         Prepare installation packs for the Operations team and review completed packs for sign‑off, damages, or quality issues.

·         Raise QR orders where required.

Administration & Compliance

·         Maintain accurate and up‑to‑date electronic files in line with ISO standards.

·         Conduct take‑offs from project plans.

·         Follow all internal processes outlined in the company’s Plan of Excellence.

·         Complete actions assigned during weekly team meetings.

Daily Team Objectives

·         Contribute to achieving company sales and margin targets for assigned projects.

·         Support the delivery of exceptional customer service to encourage repeat business.

·         Ensure all procedures and processes are followed consistently and accurately

Skills, Knowledge & Experience Required

·         Previous order processing experience.

·         Strong computer literacy, including MS Word and Excel.

·         Excellent interpersonal and communication skills.

·         Previous customer service experience.

·         Strong organisational discipline to manage individual and team workloads.

·         Confident telephone manner.

·         High attention to detail.

·         Ability to work effectively in a demanding, fast‑paced environment.

·         Resilient and able to perform well under pressure.