Customer Service Specialist

UK Customer Service Specialist

Transcriptionlive – Newton Aycliffe

Reporting to the Sales Director – Europe, you will foster strong relationships with sales and operations teams, manage a shared portfolio, and proactively ensure timely handling of customer requests. Your role involves enhancing new business opportunities, addressing inquiries and complaints via telephone or email, and embodying the company’s core values while exceeding customer expectations.

• Promptly respond to customer inquiries through phone, email, chat, or social media.
• Proactively engage with customers and prospects to build rapport and maintain high customer satisfaction.
• Collaborate with other departments to address and resolve customer issues, complaints, or concerns effectively and efficiently.
• Ensure that customer information, interactions, and transactions are accurately recorded in the company CRM.
• Collaborate with the sales team to understand their needs and help achieve department‑specific goals.
• Assist customers with placing orders, tracking shipments, and resolving any issues related to the ordering process.
• Support the Sales function by liaising with global suppliers to answer customer questions, request pricing, and source product samples for new projects.
• Assist with quality issues, including case creation, and liaise with the Quality Manager for prompt resolution.
• Assist customers with billing inquiries, process payments, and resolve payment‑related issues.
• Communicate promptly with impacted departments to provide status updates and changes resulting from customer engagement.
• Respond promptly to requests from other departments in support of high customer service and satisfaction.
• Ensure sales process adoption & compliance while identifying opportunities for improvement.
• Participate in monthly/quarterly review meetings and assist with onboarding of new customer opportunities.
• Assist the sales team with administrative tasks for core processes, such as RFQs, proposals, and cases.
• Stay informed about new products, services, and industry trends.
• Assist with sample fulfilment, ensuring all samples arrive promptly with the appropriate paperwork.
• Proactively follow up with customers to ensure satisfaction after a purchase or problem resolution.
• Analyze sales and inventory data to identify trends and opportunities for improvement.
• Maintain customer confidentiality and ensure activities align with company policies and guidelines.
• Meet regularly with the Sales Director of Europe to give feedback to improve customer service culture, response time, and tools.
• Represent the company in a positive, professional, and enthusiastic manner when working with suppliers, customers, carriers, providers, and employees.
• Assist with other projects or tasks as assigned.
• Attend company‑sponsored training as required for the department.
• Communicate fully with the Sales Director of Europe, including participation in regular one‑on‑ones.

• Minimum of 3‑5 years of customer service experience with a record of excellence.
• Effective oral and written communication skills with internal and external parties.
• Proficiency in time management, organization, and problem‑solving.
• Ability to measure performance against standards, communicate issues, and provide improvement recommendations.
• Proficiency in Microsoft Office tools.
• Ability to prioritize multiple projects and meet strict deadlines.
• Ability to work independently with limited supervision.
• Ability to see a job or project through to final completion.
• Ability to work in a team environment.
• Excellent listening skills.
• Results‑driven mindset.
• Ability to thrive in a fast‑paced environment.

• Weekends free to spend with family & friends.
• Leadership development training.
• 100% paid private employee benefits: medical, dental, life assurance.
• Paid time off: 20‑30 days a year based on tenure.
• Paid floating holiday for your birthday.

Salary: £24,500 – £32,000

Working Hours: 8:00 am – 4:30 pm, Monday‑Friday