Customer Service Coordinator

Customer Service RepresentativeGravesend | £30,000–£32,000 | Permanent | Office-based

We are currently recruiting for an experienced Customer Service Representative to join a busy and fast-paced organisation based in Gravesend.

This is a fantastic opportunity for someone who enjoys building strong customer relationships, taking ownership of queries and ensuring customers receive a consistently high level of service.

The role is fully office-based, Monday to Friday, 8:30am–5:30pm , and would suit someone with around 2–3 years' experience in a demanding customer service environment who is confident managing multiple priorities and communicating with customers and internal teams.

The Role

As a Customer Service Representative, you will be a key point of contact for customers, overseeing orders and deliveries and making sure enquiries and issues are dealt with promptly and professionally.

Your responsibilities will include:

• Managing and overseeing customer deliveries from order through to completion.
• Acting as the first point of contact for customer requests and enquiries.
• Processing customer orders and checking order entry.
• Keeping customers proactively updated on orders, deliveries and any issues.
• Building strong, long-term relationships with customers and understanding their individual needs.
• Carrying out regular courtesy calls with key customers and working closely with internal account managers.
• Investigating and resolving customer complaints through to completion.
• Taking ownership of customer issues and working with colleagues to deliver solutions.
• Identifying opportunities to improve processes and customer service.
• Communicating promotional offers and ensuring customers are aware of relevant products and opportunities.
• Proactively contacting customers where their ordering patterns have changed or where they have not ordered within their usual timeframe.

We're looking for someone who is:

• Experienced in a demanding customer service environment, ideally with 2–3 years' experience .
• A confident and professional communicator with excellent relationship-building skills.
• Customer-focused and able to take ownership of issues from start to finish.
• Proactive, organised and process-driven.
• Comfortable working in a fast-changing and dynamic environment.
• Confident handling difficult conversations and delivering challenging messages positively.
• A strong active listener who can understand and respond to customer needs.
• Confident using Microsoft Office, particularly Excel at an intermediate/advanced level .
• Fluent in written and spoken English.

Desirable Experience

• Experience using SAP and/or Salesforce .
• Experience handling customer complaints through to resolution.
• Experience working within an international business.
• Additional languages, particularly French, Spanish or Portuguese .

What's on Offer?

• £30,000–£32,000 salary
• Permanent, full-time position
• Monday–Friday, 8:30am–5:30pm
• Fully office-based in Gravesend
• 25 days' annual leave plus bank holidays
• Contributory pension scheme
• Life assurance
• Employee wellbeing/benefits scheme
• Free parking
• Opportunity to join an established and fast-paced organisation with development and progression opportunities