Customer Service Specialist (B2B)
Hybrid – 3 days per week onsite in Maidenhead
£35,000 - £40,000 plus bonus
  
We’re looking for a motivated Customer Service Specialist to be the first point of contact for B2B customers. You’ll play a key role in delivering outstanding customer service, managing the end-to-end order process, and resolving queries efficiently in line with defined policies and service level targets. This is a fast-paced, operational role where accuracy, communication and collaboration are essential to maintaining excellent customer relationships.
  
Customer Service Specialists key responsibilities:
  
Order & Service Management -

• Process customer orders accurately and on time, ensuring service level targets are met
• Manage a complete order-to-cash (OTC) process for allocated customers
• Proactively analyse service failures and recommend improvements
• Maintain a customer service level KPI of 98.5%

  
Customer Support & Issue Resolution -

• Act as the main point of contact for customer enquiries and complaints
• Log, investigate and resolve all customer issues within agreed KPIs
• Handle customer returns, shortages and queries, ensuring accurate and timely recording
• Pre-advise customers of any potential stock shortages, including reasons and next availability

  
Stock, Logistics & Deliveries -

• Liaise with Demand Planning to gather and communicate stock availability data
• Support customer stock allocation where required
• Coordinate with Logistics Operators to ensure deliveries are planned, dispatched and delivered on time
• Handle logistics enquiries from customers and third-party logistics providers

  
Stakeholder Collaboration & Administration -

• Maintain and update customer master data accurately
• Communicate weekly service updates internally and externally
• Work cross-functionally with National Account Managers, Demand Planning, Logistics and Customer Collaboration teams
• Support overflow machine service enquiries through to engineer resolution
• Attend customer performance review meetings when required
• Contribute to customer satisfaction analysis and continuous improvement initiatives

  
You will work on a hybrid basis with 3 days a week being on site in Maidenhead, with shifts falling between 8am – 5pm, Monday to Friday. Customer Service Specialists also work one Saturday and one Sunday per month (non-consecutive) on a remote basis.
  
Required Skills & Experience:

• Previous experience in a customer service or order processing role (B2B preferred)
• Knowledge of order processing and OTC processes
• Experience handling logistics and delivery enquiries
• Strong working knowledge of Microsoft Word, Excel and Outlook
• Knowledge of SAP
• Excellent verbal and written communication skills
• Strong attention to detail and accuracy
• Confident problem-solving and analytical skills
• Understanding of customer service principles and best practice

  
Benefits:

• Strong pension
• Free gym
• Private medical insurance
• Death in service
• Well-being extra
• Free onsite parking

  
This is a fantastic opportunity to make a real impact in a business that values innovation, collaboration, and professional growth. You’ll be part of a supportive team committed to operational excellence and delivering value to customers and stakeholders alike. Contact Tim Campion on 0208 989 7779 (Monday to Friday, 9am - 5:30pm) or email tim@ccprecruitment.com for more information.
 
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.