Customer Service Representative – Hybrid Role in Sheffield

About the role

We are looking for a Customer Service Representative to join our Sheffield team. The role combines front‑line customer support with operational duties such as order processing, warranty handling and export coordination. You will work closely with internal departments and third‑party logistics partners to ensure a seamless experience for our customers across the UK and EU.

Key responsibilities

• Handle inbound enquiries via phone, email and social channels, providing accurate product and technical information.
• Process orders, replacements, warranty claims and maintain detailed CRM records.
• Manage complaints, escalating when necessary and ensuring timely resolution.
• Prepare export documentation, verify country‑specific import/export requirements and coordinate shipments with 3PL partners.
• Support logistics queries, track shipments and resolve issues related to EU deliveries.
• Maintain high‑quality administrative work using Microsoft Office, SAP and Salesforce where applicable.

Required profile

• 2‑3 years of experience in customer service or technical support, preferably in a fast‑paced environment.
• Strong written and verbal communication skills with a customer‑focused attitude.
• Experience with export/import processes and an ability to follow documentation requirements.
• Organised, detail‑oriented and able to prioritise tasks independently.
• Positive, proactive and collaborative mindset.

Required skills

• Microsoft Office (Word, Excel) proficiency.
• Working knowledge of SAP or similar ERP systems.
• Experience with Salesforce Service Cloud or other CRM platforms.
• Familiarity with export documentation and coordination with 3PL providers.

What we offer

• 25 days annual leave plus a birthday day off.
• Westfield Health benefit covering health, optical & dental.
• Company profit share (6 % of annual salary) and pension contributions.
• Life assurance, breakfast in the office and employee product discounts.
• Charity matched donation scheme and international exposure with travel opportunities.