Job Description

About Us:

Wilsons Underlays Limited, located in West Yorkshire, is a leading manufacturer and supplier of high-quality underlays and flooring solutions. We are committed to delivering exceptional quality and innovative designs, supported by a diverse product range and a customer-focused approach.

Job Summary:

We are seeking a proactive and customer-focused

Customer Service Representative

to join our team. The ideal candidate will efficiently manage orders, respond to customer enquiries across multiple channels, support our sales team, and contribute to the continuous improvement of our internal processes. This role requires professionalism, flexibility, and a commitment to providing exceptional customer service.

Key Responsibilities & Duties:

Customer Interaction:

Process all incoming Internet, Retail, Telephone, and Trade Counter orders accurately and efficiently using the relevant systems (currently Sage, Cloud Commerce Pro and other Platforms). Respond promptly and professionally to all incoming telephone calls. Meet and assist customers who visit the office reception, providing courteous and efficient service. Respond to online cases, disputes, emails, and enquiries in a positive and timely manner.

Sales Support & Upselling:

Identify opportunities to upsell products and take responsibility for add-on sales. Liaise with and support the field sales team by gathering and processing data, arranging telephone appointments, and providing aftercare and repeat sales follow-up.

Process Improvement & Initiative:

Use your knowledge and initiative to continually help improve internal processes.

Professional Conduct:

Wear appropriately branded company clothing as provided and comply with the company dress policy. Demonstrate flexibility with working hours and availability, including weekends, bank holidays, and overtime, as required to support smooth daily operations and service delivery. Adhere to all company policies and procedures as outlined in your employment contract and employee handbook.

Working Conditions:

Office-based role with some physical tasks related to filing. Occasional overtime and flexibility in schedule to meet business needs.

The ideal candidate will:

Have experience in Customer Service. Have excellent verbal and written communication skills. Strong organizational and multitasking abilities. Proficiency with order processing systems and Microsoft Office. A customer-first attitude with a focus on problem-solving. Ability to work independently and as part of a team. Flexibility to work additional hours as needed.

What We Offer:

Standard Hours:

Mon-Thu 8:00-17:30, Fri 8:00-16:30 (44.5 hrs) Bright Exchange Performance-related bonus Employee Assistance Programme Ongoing training and development opportunities Collaborative and dynamic work environment
If you are a motivated, customer-focused, and proactive professional looking for an exciting opportunity in customer service, we would love to hear from you. Please submit your application, including your CV and a cover letter, to Sharona at

jobs@wilsons-underlays.co.uk

Job Type: Full-time

Pay: 12.21 per hour

Expected hours: 44.50 per week

Benefits:

Company pension Employee discount Free parking Health & wellbeing programme On-site parking
Work Location: In person