Job Title
Administrator & Customer Service Executive
Location High Wycombe
Role Purpose
To manage inbound customer enquiries, process website and trade orders, and support
the daily sales administration function, ensuring accurate order handling, excellent
customer service, and smooth coordination between customers, couriers, and internal
teams.
You will work as part of a team of three within the sales administration and customer
service function. Full training will be provided.
Key Responsibilities
Customer Service & Enquiries
• Handle a high volume of inbound telephone calls daily, responding to customer
enquiries efficiently and professionally.
• Manage website, email, and live chat enquiries, ensuring prompt responses.
• Handle customer complaints, delivery queries, and service issues, working with
internal teams and courier partners to resolve matters quickly.
• Keep customers informed of order progress, delivery updates, and any service
delays.
Order Processing & Dispatch Coordination
• Process online and trade customer orders using semi-automated order systems.
• Generate order confirmations, invoices, works tickets, and required sales
documentation.
• Coordinate dispatch requirements, booking shipments primarily via DPD, along
with mobile courier services and selected local carriers.
• Monitor daily dispatch cut-off times and ensure orders are processed and
released on schedule.
• Liaise with courier companies regarding collections, delivery queries, and
tracking updates.
Sales Administration Support
• Manage the shared sales inbox, ensuring all enquiries and orders are handled
promptly.
• Log and track orders accurately within internal systems.
• Support the wider sales, production, and factory teams to ensure the smooth
daily flow of orders.
• Assist with counter sales and customer collections where required.
Skills & Experience Required
• Previous experience in customer service, sales administration, order processing,
or similar operational roles.
• Confident and professional telephone manner with the ability to manage a busy
inbound call environment.
• Strong organisational skills and high attention to detail.
• Comfortable working with order processing or CRM systems.
• Ability to manage multiple enquiries, emails, and orders simultaneously.
• Problem-solving mindset with the ability to manage complaints professionally.
Additional Information
• Working as part of a 3-person sales administration and customer service
team.
• Full training provided.
• Salary: £26,000 – £30,000 depending on experience