Customer Service & Technical Support Advisor

Type

Full-time

Permanent

Sheffield S20 3FR

38 hours per week

• Monday to Thursday – 8am to 5pm
• Friday – 8am to 4pm

Reporting to

Senior Customer Service Manager

Role Purpose

A hybrid role combining Customer Service, Technical Support, and operational support across systems, and EU exports. The role ensures excellent customer experiences, accurate technical guidance, and smooth coordination across internal systems, internal teams and 3PL partners.

Key Responsibilities

Customer Service & Technical Support

• Respond to customer enquiries across phone, email, and social channels.
• Diagnose product issues and provide clear, accurate technical guidance.
• Process orders, replacements, and warranty claims.
• Manage complaints professionally, escalating when required.

Systems & Process Support

• Support system testing, UAT activities, and system rollouts (Salesforce, SAP, EDI).
• Assist with process improvements and internal system updates.
• Maintain accurate CRM records and documentation.

EU Export & Logistics Support

• Coordinate with 3PL partners for EU shipments and issue resolution.
• Prepare and verify basic export documentation.
• Support logistics queries and shipment tracking.

Quality Support

• Log quality-related issues accurately.
• Assist with identifying product trends and quality improvements.

About You

• Strong background in customer service in a fast-paced environment.
• Excellent communication skills with the ability to simplify technical concepts.
• Confident user of IT systems; Salesforce experience preferred.
• Basic mechanical/technical understanding OR a strong curiosity for product learning.
• Organised, accurate, and able to prioritise independently.
• Experience with EU exports/3PL partners is desirable.
• Positive, proactive, and collaborative approach.

Qualifications & Experience

Essential

• 2–3 years’ customer service or technical support experience.
• Strong communication and administrative skills.
• Proficient with Microsoft Office.
• Ability to multitask, prioritise, and maintain high work standards.

Desirable

• Experience with Salesforce Service Cloud or SAP B1.
• Exposure to system testing or rollout support.
• Understanding of power tools or similar technical products.
• Basic export/logistics knowledge.
• EDI experience.

Remuneration Details

We are committed to developing our people to reach their full potential; we provide a wide range of personal and professional development opportunities throughout the year.

• 25 Days Annual Leave + Bank Holidays
• Day off for your birthday
• Breakfast in the office
• Westfield Health Benefit Cash Plan
• Company Profit Share
• Life Assurance
• Nursery support
• Employee Product Discounts
• Company Leave Benefit (Paid leave for when most needed)
• Charity Focus
• International Exposure