Sue Ross Recruitment are working on behalf of our client, a highly respected organisation who manufacture products within the DIY sector, to recruit a Customer Support Agent on a permanent basis. This is an exciting opportunity to join a busy and supportive Customer Support department. The successful candidate will assist consumers and customers with product queries, process orders accurately, and support wider teams to ensure a seamless customer experience. Key Responsibilities for the Customer Support Agent role: • Answering calls and emails from customers and end consumers, providing excellent support • Accurately processing orders on the internal systems • Liaising with Production and Warehouse teams to support order fulfilment • Coordinating deliveries/collections with haulage companies and resolving transport issues • Organising shipments via DHL, Royal Mail, and other couriers • Handling invoice queries, credit requests, and order-related issues • Managing and resolving customer complaints professionally • Providing technical support on the product range to stores and consumers • Sharing information about stockists, their ranges, and processes • Investigating issues such as damaged goods, missing components, or short deliveries • Producing Sales and Order Book Reports when required • Ensuring invoicing accuracy, including managing on-hold and delivered-not-invoiced orders Candidate Requirements for the Customer Support Agent role: • Experience in a Sales Administration or similar customer support role (desirable) • Background in retail or other customer-facing environments • Confident in handling customer complaints over the phone • Strong IT skills, particularly MS Office and Excel • Excellent written and verbal communication skills • Strong organisational, problem-solving, and time management abilities • A reliable, enthusiastic, and proactive approach to work • Ability to work both independently and as part of a team • High attention to detail and strong initiative • Results-oriented with a “make things happen” attitude What’s on Offer for the Customer Support Agent role: • Opportunity to join a stable, respected, and growing organisation • A role where your customer service, technical knowledge, and problem-solving skills will make a real impact • Supportive environment that encourages professional development and continuous improvement This is an outstanding organisation to work with and the successful candidate will enjoy being part of a dynamic and forward-thinking team culture. Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion. May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment