Role Overview

We are currently seeking a skilled and dedicated individual to join our Burnley team as an Export Customer Service Administrator. This role is critical to ensuring smooth and efficient communication with our overseas export partners. The successful candidate will be a key contact point, managing customer enquiries, orders, and logistics coordination while providing exemplary customer service.

Key Responsibilities

• Process customer orders, ensuring accurate entry into the system and timely shipment.
• Respond to customer enquiries promptly and professionally, providing information on products (such as stock, whether a fabric is suitable for the particular end use, etc), order status, and shipping details.
• Coordinate with logistics and distribution/ warehouse team.
• Resolve customer issues, complaints, and returns efficiently, maintaining customer satisfaction.
• Maintaining up-to-date customer interactions, transactions, and feedback records using our CRM system.
• Assist in preparing export documentation and ensure compliance with international trade regulations.
• Provide translation support as needed.

Essential Skills and Qualifications

• Excellent written and verbal communication skills.
• Proven experience in a customer service role, preferably within an export or logistics environment.
• An understanding of, or experience in, soft furnishings/ interiors/ textiles would be advantageous (although training is offered). 
• Strong organisational skills with the ability to manage multiple tasks and deadlines.
• Proficiency in using CRM software and Microsoft Office Suite.
• Knowledge of international shipping processes and export documentation is an advantage.
• A detail-oriented and proactive approach to resolving customer issues.
• Strong problem-solving skills and ability to work independently and as part of a team.

Competencies for success

• Excellent interpersonal skills with a customer-centric mindset.
• Adaptability to work in a fast-paced and dynamic environment.
• Able to maintain knowledge of a highly technical product. 
• A high degree of integrity and professionalism in handling customer information.
• Eagerness to learn and grow within the role and company.

Why Join Our Company?

• Competitive salary and bonus. 
• 25 days holiday plus bank holidays.
• Pension - salary sacrifice. 
• Staggered working hours, Totalling 37.5 hours per week, Monday to Friday, per a working pattern of your choice between opening hours 08:00 - 18:00. 
• Opportunities for professional development and career progression.
• A collaborative and inclusive work culture that values diversity and innovation.
• Lovely, modern and accessible offices which are commutable from Burnley, Blackburn, Colne, Skipton, Accrington, Manchester, Bury, Bolton, Ramsbottom, Rossendale, Oldham, and Clitheroe.  
• Regular fun and quirky social events. 
• On-site parking (free).

We are committed to fostering an inclusive workplace environment and welcome applications from individuals of all backgrounds. Interested candidates are encouraged to submit their CVs through our careers page. We look forward to reviewing your application and potentially welcoming you to our team!