Customer Support Administrator

Customer Support Administrator – Maxpack Group Ltd

Maxpack Group Ltd is seeking a detail-oriented and professional
Customer Support Administrator to join its team in Shrewsbury. This full-time permanent role offers the opportunity to deliver responsive, accurate, and friendly service to customers, ensuring seamless order processing and communication across departments.

• Job Title:
  
  Customer Support Administrator
• Company:
  Maxpack Group Ltd
• Location:
  
  Oxon Park, Shrewsbury SY3 5HJ
• Contract Type:
  Full-Time, Permanent
• Department:
  Customer Support

The Customer Support Administrator will be the first point of contact for inbound customer calls and emails, handling enquiries, processing orders, and maintaining data integrity. The role supports service KPIs related to order entry, brand delivery performance, and inbox management, working closely with the Customer Support Manager and other departments to ensure smooth service delivery.

• Act as first point of contact for inbound customer calls and emails
• Handle enquiries and allocate to relevant departments/persons
• Process customer orders, ensuring accuracy in files, stock availability, and pricing
• Support Brand OTIF (On Time In Full) by maintaining accuracy in data and communication
• Monitor and manage the Sales Inbox to ensure enquiries and orders are handled within target time frames
• Escalate issues or potential delays to the Customer Support Manager
• Communicate effectively with Customer Account Managers, Category Sales, and Operations to resolve queries
• Maintain accurate daily records of inbound calls, lines entered, and sales keyed
• Customer Responsiveness – inbound calls, inbox management
• Order Accuracy
• Service Reliability – Brand OTIF
• Data Integrity

• Proven experience in customer support, sales administration, or order processing
• High attention to detail and accuracy in data entry
• Excellent communication and telephone handling skills
• Strong organisational and multitasking ability
• Comfortable working under pressure in a fast-paced environment
• Reliable, methodical, and accountable in daily workflow
• Enthusiastic team player with a focus on service excellence

• Serving – providing consistent, dependable support to customers and colleagues
• Understanding – listening carefully and responding thoughtfully to each query
• Collaborative – working closely with the team to deliver smooth service
• Helpful – anticipating customer needs and providing clear, timely communication
• Accountable – taking ownership of tasks, data, and results

• Opportunity to contribute to Maxpack’s mission: leading UK manufacturing in sustainable, measurable packaging improvement
• Supportive team environment with clear service KPIs

• Reports to:
  
  Customer Support Manager
• Works closely with:
  Customer Support Specialist, Customer Account Managers, Operations, and Purchasing

Not specified. Early applications are encouraged due to high interest in this position.