A member of the Customer Relationship Team will provide exceptional support to customers as the first escalation point while supporting the manager running the team, particularly during the manager’s absence. The role involves operational oversight, ensuring smooth day‑to‑day running, maintaining high service levels, and acting as the point of escalation for complex customer issues.

Team Structure

• Communication with customers via email and telephone
• Process and follow‑up customer orders and quotes to achieve KPI results
• Resolve customer queries and complaints
• Work with other departments such as sales, production and logistics to address customer needs and ensure smooth cross‑departmental operations
• Generate and review reports
• Consistently search for innovative ideas for process improvement
• Provide regular feedback to the manager on performance issues

Responsibilities