Senior Customer Service Representative (Manufacturing)

TL;DR

Senior Customer Service Representative (Manufacturing): Managing the end-to-end order cycle and customer relationships within an industrial environment with an accent on order fulfilment, import/export administration, and cross-departmental coordination. Focus on optimizing OTIF records, resolving complex payment issues, and ensuring seamless international trade operations.

Location: Oldbury, West Midlands

Company

Recruitment for a client operating in the manufacturing, chemical processing, or industrial goods sector.

What you will do

• Process and manage customer orders accurately from placement through to delivery.
• Act as the primary point of contact for customer enquiries, providing regular updates on status and service issues.
• Coordinate import and export administration, including documentation for letters of credit and banking requirements.
• Manage credit/debit notes, returns requests, and resolve customer complaints.
• Collaborate with Sales, Credit Control, and Order Fulfilment to arrange credit releases and resolve payment issues.
• Maintain accurate customer records, pricing information, and track OTIF (On Time In Full) records.

Requirements

• Proven experience in a customer service or customer operations role.
• Experience working within a manufacturing, chemical processing, industrial, or hazardous goods environment.
• Proficiency in ERP or business management systems and Microsoft Office applications.
• Strong analytical and problem-solving skills with a results-driven mindset.
• Excellent communication and relationship-building skills.
• Ability to prioritize workload and operate effectively in a fast-paced environment.