Full job descriptionCustomer Service Advisor
Salary: From £28,000 per annum
Location: Loughborough
Hours: Monday to Friday, Full Time (No Weekends)
Free Parking
About the Role
We are recruiting for a Customer Service Advisor to join a well-established and growing business within the industrial machinery supply sector. This is an excellent opportunity for an experienced customer service professional who enjoys problem solving, managing customer queries, and delivering outstanding support.
Working closely with internal departments including Technical, Service, Sales, Purchasing and Warehouse teams, you will play a key role in providing customers with effective solutions, managing warranty-related enquiries, and ensuring a positive customer experience from start to finish.
Key Responsibilities
*Respond to customer enquiries via telephone and email, providing accurate advice and support.
*Investigate and resolve customer complaints and escalations in a professional and timely manner.
*Process returns, refunds, replacements and warranty claims.
*Manage customer records and update CRM and internal systems accurately.
*Review and allocate customer service tickets to the appropriate internal teams.
*Provide basic technical troubleshooting and fault-finding support.
*Assist customers with warranty-related queries and explain company policies where required.
*Support distributors and end users with repair solutions and product issues.
*Monitor ongoing cases and proactively communicate updates to customers.
*Build strong working relationships with internal departments to ensure efficient issue resolution.
About You
To be successful in this role, you will have:
*Previous experience in a customer service environment.
*Experience handling customer complaints and escalations.
*Excellent verbal and written communication skills.
*Strong problem-solving and conflict-resolution abilities.
*Good organisational skills with the ability to manage multiple priorities.
*A professional, empathetic and customer-focused approach.
*Strong attention to detail and accuracy.
*Good working knowledge of Microsoft Office applications.
*The ability to remain calm and effective under pressure.
*An understanding of warranty processes would be advantageous.
*Experience within a technical, engineering, automotive, machinery or industrial environment would be beneficial but is not essential.
What’s on Offer?
*Competitive salary from £28,000 per year
*Company pension scheme
*Employee discount
*Free on-site parking
*Sick pay
*Ongoing training and development
*Supportive team environment
*Monday to Friday working pattern with no weekend requirement
If you’re passionate about delivering excellent customer service and enjoy finding solutions for customers, and want to work in a fun, hardworking team, we’d love to hear from you.