Job Description

We're Hiring: Customer Support Administrator

Location:

Oxon Park, Shrewsbury

Company:

Maxpack Group Ltd

Full-Time | Permanent

Position Overview

The Customer Support Administrator provides responsive, accurate, and professional day-to-day service to Maxpack's customers, ensuring that all routine orders, enquiries, and customer communications and complaints are handled efficiently and to a high standard.





Working within the Customer Support Team, the role is responsible for processing repeat and standard customer orders, maintaining data integrity, and supporting service KPIs related to order entry, brand delivery performance, and inbox management.





Reporting to the Customer Support Manager, the Administrator works closely with other departments to ensure seamless service delivery in line with our OTIF KPI.

Core Purpose

To deliver a reliable, efficient, and friendly customer experience by accurately managing all standard order activity -- ensuring every communication and transaction supports operational accuracy and measurable performance across all Customer Support KPAs.

Key Responsibilities

First point of contact for inbound customer calls and emails. Handling all enquiries into the business, and allocating to the relevant department/person





Order Processing, ensuring accuracy & administration of customer files, stock availability and pricing.





Support Brand OTIF (On Time In Full) by ensuring accuracy in data and communication.





Monitor and manage the Sales Inbox to ensure all enquiries and orders are handled within target timeframes.





Escalate any issues or potential delays to the Customer Support Manager.





Collaboration & Team Support





Communicate effectively with Customer Account Managers, Category Sales, and Operations to resolve queries or confirm information.





Maintain accurate daily records of Inbound Calls, Lines Entered, and Sales Keyed.

Key Performance Activities (KPAs)

Customer Responsiveness - Inbound Calls, Inbox Management

Order Accuracy

Service Reliability. Brand OTIF

Collaboration & Escalation

Data Integrity

Skills & Attributes

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 with clear priorities Reliable, methodical, and accountable in daily workflow Enthusiastic team player with a focus on service excellence

This role underpins Maxpack's mission:

To lead UK manufacturing in sustainable, measurable packaging improvement.

Reporting Line

Reports to: Customer Support Manager



Works closely with: Customer Support Specialist, Customer Account Managers, Operations and Purchasing.