Job Summary
Soltherm External Insulations LTD is seeking a dedicated Customer Service Specialist to join our customer service team based in Milton Keynes.
This is a permanent role based in Milton Keynes (MK3) location. The ideal candidate will be a loyal, hardworking individual with the ability to work independently and collaboratively. We are looking for someone who is highly organised, efficient, and passionate about delivering excellent customer service, with a genuine interest in developing and growing within the company.
As a Customer Service Specialist , you will serve as a key liaison between Soltherm and our customers, managing inquiries, orders, and accounts. You will also contribute to internal processes by supporting pricing updates, identifying cost-saving opportunities, and assisting in reporting and analysis.
Key Responsibilities
• Order Processing: Accurately process, monitor, and manage customer orders, forms, applications, and requests.
• Order Management Oversight: Take ownership of the full order-to-delivery process, ensuring accuracy, efficiency, and timely fulfilment.
• Customer Registration: Register new customers in the IFS system, ensuring all required details and documentation are accurately captured.
• Index Management: Add and maintain product indices and customer-specific pricing in the system, ensuring data integrity.
• Order Auditing: Perform regular audits of processed orders to ensure compliance with internal procedures and minimise errors.
• Stock Coordination: Monitor stock availability to ensure sufficient levels for project requirements; coordinate with the warehouse and logistics team as needed.
• Stock Ordering: Place stock replenishment orders with our parent company in Poland, ensuring timely delivery aligned with customer and project demands.
• Pricing Support: Assist with implementing and communicating price updates and changes to customers and internal teams.
• Customer Support: Respond promptly to customer inquiries via phone, email, and other communication channels, ensuring satisfaction and professionalism.
• Issue Resolution: Acknowledge and resolve customer complaints, escalating issues when necessary to ensure swift resolution.
• Product Knowledge: Maintain a solid understanding of Soltherm's product range to provide accurate information and support.
• Key Account Communication: Serve as the main point of contact for key accounts, coordinating communication between customers and internal departments.
• System Management: Maintain and update customer records in the IFS system, ensuring accuracy and consistency.
• Reporting & Analysis: Support the analysis of reports including stock, sales, project, and financial reports to assist in operational planning and decision-making.
• Cost-Saving Initiatives: Proactively identify cost-effective strategies and support the implementation of efficiency improvements.
• Documentation: Maintain accurate records of customer interactions, orders, and communications for audit and service improvement purposes.
Key Attributes
• Communication: Strong verbal and written communication skills with the ability to build trust and maintain positive relationships.
• Organisation: Self-driven with excellent time management and organisational skills.
• Technology Proficiency: Competent in Microsoft Office Suite (Excel, Word, Outlook). Experience with CRM systems (e.g., IFS) is beneficial.
• Problem Solving: Calm, empathetic, and solution-oriented approach to handling customer issues and complaints.
• Multi-Tasking: Able to manage multiple responsibilities and prioritise workload effectively in a fast-paced environment.
• Telephone Etiquette: Professional phone manner with active listening skills and the ability to handle urgent queries efficiently.
Technical Knowledge
• Good working knowledge of Microsoft Office (Excel, Word, Outlook)
• Ability to quickly adapt to CRM and ERP systems
• Experience with IFS or similar systems is preferred
• Familiarity with external wall insulation or construction industry is an advantage
Qualifications & Certifications
• Previous experience in a customer service, order processing, or account management role
• Relevant certifications in customer service or administration are beneficial but not essential
Interpersonal Skills
• Empathy & Patience: Demonstrated ability to handle sensitive issues with care and professionalism
• Team Collaboration: A team player who works effectively across departments
• Initiative: Proactive approach to identifying problems and proposing improvements
• Adaptability: Willing to take on varied tasks and support business needs in a dynamic work environment
Our Equality, Diversity, and Inclusion (ED&I) Statement
At Soltherm External Insulations LTD, we are committed to fostering an inclusive and diverse workplace where every individual is valued and respected. We believe that diversity drives innovation and enhances our ability to serve our clients and communities effectively.
We embrace equality in all aspects of our operations and actively promote a culture that encourages participation from all employees, regardless of their background, identity, or experience. Our aim is to ensure that everyone has equal access to opportunities, resources, and support within our organisation.
We recognise the importance of creating an environment free from discrimination, harassment, and prejudice. Our policies and practices reflect our commitment to inclusivity, and we continuously strive to promote understanding, acceptance, and collaboration among our team members.
At Soltherm, we understand that our differences make us stronger. By embracing diversity and championing inclusion, we are better equipped to meet the needs of our clients and make a positive impact in the communities we serve
