Customer Service & Order Management Specialist

Customer Service & Order Management Specialist

Salary: Up to £39,000 per annum (depending on skills and abilities)

Employment Type: Permanent

Location: Wrexham

Working Hours: Monday to Friday - 08:30-16:30

Benefits

• Hybrid opportunity after 6 months' probation (2 days home, 3 days office)
• Company bonus of 5% of annual salary based on performance and company performance
• 25 days holiday plus bank holidays (shutdown over Christmas week)
• Pension - 5% employer contributions
• Bupa Healthcare

Responsibilities

• Oversee customer orders from initial entry through to invoicing, ensuring accuracy, compliance, and timely processing
• Serve as the primary point of contact between customers and internal teams, including planning, logistics, and quality
• Maintain accurate customer master data, ensuring consistency with pricing structures and contractual agreements
• Manage customer portals, including order uploads, KPI reporting, and documentation handling
• Support complaint resolution, rebates, and deductions in collaboration with relevant teams
• Ensure all export documentation and compliance requirements are complete and accurate
• Track and enhance customer KPIs using data-driven insights and proactive issue resolution

Candidate Profile

• Background in customer service, supply chain, or order management is beneficial
• Working knowledge of ERP systems (e.g. SAP) is useful
• Strong understanding of export compliance, documentation, pricing, invoicing, complaint handling, and deduction processes; proven experience managing complex orders, tracking and reporting KPIs, and working with units of measure, conversion rates, and shipping documentation
• Fluent in English (written and spoken); additional language skills (French, Spanish, or German) are advantageous