Job Description

As a Customer Service Representative at our capsule and tablet manufacturing business, you will be essential in delivering outstanding support and assistance to our clients. This position will be extended to a more technical customer service role once a probationary period has been completed successfully.

1. To provide best possible customer service at all times.

2. Processing customer orders onto Fusemetrix system and raising works orders and following through to order completion.

3. Ensuring good communication between Calita and the customer with regular updates on the progression of orders through to delivery to the customer, by phone, email or in person.

4. Ensuring customer requirements and priorities are communicated internally within Calita to ensure customer expectations are met.

5. Ensuring Fusemetrix is being used correctly and showing accurate information at all times regarding delivery dates, expected delivery dates, works order production dates, pricing details and customer delivery requirements.

6. Ensuring customer queries are answered quickly and efficiently to exceed customers' expectations.

7. Ensuring orders are invoiced, dispatched and communicated correctly as per the customer requirements.

8. Inputting new customer formulas and raw material information to enable quoting of new jobs.

9. Answering the telephone and e-mails promptly

10. Ensuring complaints are logged and resolved in a professional and efficient manner and passed to Quality and other departments as necessary.

11. Working with customers on visibility of future orders to assist Calita in meeting their expectation and improve service. Collect customer feedback to improve products, services and overall customer experience.

12. Work with customers to encourage new enquiries and repeat orders. Identifying opportunities to promote additional products and services.

13. Attendance of morning Operational Meetings.

14. Assisting with other business administration tasks as needed

Key skills for a Customer Service Representative:

Excellent communication skills:

Both written and verbal, to effectively communicate with customers.

Problem-solving skills:

To analyse issues and find appropriate solutions.

Interpersonal skills:

To build rapport with customers and create positive interactions.

Patience and empathy:

To understand and address customer concerns with sensitivity.

Adaptability:

To adjust to different customer needs and communication styles.

Product knowledge:

To provide accurate and helpful information about the company's offerings.

Computer skills:

To navigate systems and be proficient in Microsoft Office.
Qualifications:

English and |Maths GCSE essential

A levels or degree preferable

Job Type: Full-time

Pay: 24,000.00-28,000.00 per year

Benefits:

Company pension Free parking Health & wellbeing programme On-site parking
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 23/05/2025
Expected start date: 01/06/2025