Job Description:

Customer Service Administrator

Salary: £25,000 - £28,000 per annum (dependent on experience) + performance-related bonus

Hours: 37.5 per week - Mon-Thurs , Fri 08.30-14.00

Overview

This German-based manufacturer specialises in high-quality window and door hardware, ventilation solutions and access control systems and is renowned for its high quality of products. As a Customer Service Administrator, you are responsible for delivering high-quality customer service and administrative support using SAP and CRM systems. You will process sales orders, manage records, handle purchase ordering, resolve enquiries and support cross-functional teams.

Benefits:

• Annual bonus based on group, subsidiary and personal performance.
• 20 days holiday entitlement rising to 23 days after 5 years of service + Bank holidays + Christmas shutdown.
• Training and development.
• Bike2Work Scheme.
• Salary Sacrifice EV Car Scheme
• Hybrid working opportunities

Requirements:

• 1–3 years’ experience in customer service, procurement support or administration, ideally within manufacturing, distribution or B2B environments.
• Practical experience using CRM and SAP (or similar systems)
• Strong MS Office skills, especially Excel (VLOOKUP/PivotTables) and Outlook.
• Excellent verbal and written English; confident telephone manner.
• Customer- and supplier-focused, organised and able to prioritise multiple tasks under pressure.
• Valid UK driving licence
• Possible travel to other sites within the UK and Europe as required.
• Strong attention to detail and problem-solving mindset
• Effective prioritisation and time-management.
• Resilient and collaborative team player with good interpersonal skills.

Key responsibilities:

• Process customer sales orders, order changes and returns in SAP.
• Create and manage purchase orders and goods receipt coordination in SAP.
• Handle customer claims from receipt to resolution, maintaining accurate records and updates.
• Maintain and update customer and supplier master data in SAP and the CRM.
• Raise purchase requisitions, issue purchase orders and monitor supplier confirmations and lead times.
• Respond promptly to customer and supplier enquiries by phone, email and Salesforce CRM cases; escalate as necessary.
• Liaise with Sales, Procurement, Finance and Product teams to resolve operational queries.
• Prepare routine reports and KPIs from SAP and CRM (e.g., order volumes, PO status, backlog, case response times, customer satisfaction metrics).
• Support month-end order invoicing, credit notes, supplier invoice matching and reconciliations.
• Ensure compliance with company policies and data protection (UK GDPR).
• Contribute to process improvement initiatives and maintain accurate process documentation.