Job Description

Your Opportunity

We're looking for a motivated and detail-oriented Customer Service Administrator to join our Customer Services team in Didcot. This is an excellent opportunity to become part of a collaborative, fast-paced environment where you'll play a vital role in supporting our Customer Service Account Managers and delivering exceptional service to library and business customers across Europe.

As part of the team, you'll provide administrative and systems support, helping to ensure customer orders, accounts and enquiries are managed efficiently and accurately. If you're organised, enjoy problem-solving, and take pride in delivering excellent customer service, we'd love to hear from you.

What You'll Do

• Provide administrative support to the Customer Service team, ensuring customer requests are processed accurately and efficiently.
• Process customer orders, invoices, credit notes and other financial documentation.
• Set up new customer accounts and maintain existing account information.
• Manage customer claims and maintain accurate records within the CRM system.
• Produce sales reports and support the team with customer and account data.
• Communicate professionally with customers and internal stakeholders regarding account queries and service updates.
• Work collaboratively with Sales, Operations, Purchasing and other departments to resolve customer issues and improve processes.
• Respond promptly and accurately to customer requests, maintaining a high standard of service at all times.
• Troubleshoot print and digital acquisition queries, including cataloguing records and electronic invoicing issues.
• Monitor live customer orders, proactively communicating delays and working closely with the Purchasing team to keep customers informed.
• Support the department with ad hoc projects and continuous improvement initiatives.

About You

You'll be a highly organised individual with a keen eye for detail and a passion for delivering outstanding customer service. You enjoy working as part of a team, can manage multiple priorities, and communicate confidently with both customers and colleagues.

You'll also bring:

• Excellent verbal and written communication skills.
• Exceptional attention to detail and a high level of accuracy.
• Strong organisational skills with the ability to prioritise work and meet deadlines.
• Good analytical and problem-solving skills.
• Proficiency in Microsoft Office applications, including Outlook, Word and Excel.
• Basic literacy and numeracy skills.
• Experience using order management and CRM systems would be advantageous.
• A proactive, customer-focused approach with the ability to work effectively across multiple teams.

Desirable:

• A second European language, particularly Spanish
• French or Italian language skills would also be advantageous.