We are seeking a proactive and detail-focused Customer Service Associate to join a fast-paced international customer service team based in Stoke-on-Trent.

This is a hands-on role supporting key customers across Europe, the Middle East and Africa, with a focus on order processing, quotations, and customer support. You’ll play a key role in maintaining high levels of customer satisfaction while working alongside a supportive and collaborative team.

Working hours: 8:00 AM to 4:30 PM, Monday to Friday

A Little Bit About the Role

• Process customer orders using internal systems including ERP and Zendesk
• Generate and issue quotations to customers, often with tight turnaround times
• Carry out product availability checks, part number searches and shipping location identification
• Provide key documentation including Certificates, SDS, shipping details, tracking info, and PODs
• Manage customer portal interactions and respond to document requests
• Resolve customer issues and complaints promptly, identifying root causes and offering solutions
• Work closely with internal departments and international teams to meet customer expectations
• Support wider customer service functions with additional tasks as required

Getting to Know You

• Proven experience in a high-pressure, customer service environment
• Confident using multiple IT systems (e.g. SAGE, Microsoft Office, Google Suite – training provided)
• Strong attention to detail when processing high volumes of orders
• Ability to take ownership of issues and follow through to resolution
• Methodical, curious, and keen to identify areas for improvement
• Positive, flexible, and team-oriented with a willingness to learn
• Excellent communication skills, both written and verbal

Customer Service Associate | Stoke-on-Trent | International Customer Support | Order Processing & Quotations | £26,000 per annum

This vacancy is being advertised on behalf of Appointments Personnel who are acting as an Employment Agency.