Customer Service Representative

We are seeking an experiencedCustomer Service Representativeto join our team. This position will be based in our Colchester office with primary responsibility to provide excellent customer experience by managing customer samples, orders, and dispatches through 3PL providers. To succeed in this position, you will be able to work in a fast-paced environment, be self-motivated, quick-thinking, and highly detail-oriented, with outstanding customer service and presentation skills.

• Process customer quotes and orders using SAP
• Send order confirmations and communicate accurate shipping dates
• Monitor inventory against customer forecasts and elevate potential issues
• Provide customers with regular and accurate order updates
• Coordinate with 3PL providers to manage outbound deliveries, quality control, and issue resolution
• Obtain courier and freight costs as required
• Arrange shipments, including booking deliveries with customers and managing third-party logistics portals
• Liaise with couriers and freight forwarders to manage deliveries and resolve queries
• Obtain and provide Proof of Delivery (POD) documentation
• Respond to customer enquiries via email and telephone in a timely manner
• Manage the customer samples process, including shipping, stock control, and reporting
• Process returns, refunds, and exchanges
• Maintain accurate records across internal systems
• Monitor shared inboxes, prioritising and escalating queries where necessary
• Build strong relationships with internal teams and external customers
• Generate reports using SAP and Excel as required

Qualifications and Experience Include:

2+ years prior customer service experience (business to business with inventory-based product).

• Extensive account management and order processing experience including experience balancing multiple tasks and customer needs simultaneously.
• Self-motivated with a positive can-do attitude and the ability to be flexible in a fast-paced dynamic environment.
• Team player with ability to work well with customers and colleagues at all levels.
• Highly organized with strong attention to detail.
• Outstanding English written and verbal communication skills.
• Intermediate level experience with SAP, Microsoft Outlook, Excel, Word and PowerPoint.
• Knowledge of logistics and supply chain processes, including international shipping (advantageous)
• Authorization to work indefinitely in the UK without restrictions or sponsorship.

Sekura Global is an expert provider of loss prevention solutions specialing in security tags. We partner with topretail customers to develop innovative, easy to use products that offer a high level of product protection and peace of mind. We have offices and warehouses in Australia, the UK, Germany, and North America, with our headquarters based in the UK. We pride ourselves on being responsive and nimble, taking a dynamic approach to combatting retail crime worldwide.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, pregnancy, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.

Get in touch to explore career opportunities with Sekura, where you can be part of a dynamic team that is reshaping the retail security industry.