Customer Service Advisor

Customer Services Office Administrator

Reporting To

The Customer Services Office Administrator will report directly to the Customer Service Manager and will work closely with all departments across the business to support the successful delivery of customer orders and outstanding customer service.

Role Overview

The Customer Services Office Administrator is responsible for coordinating customer orders from receipt through to delivery, ensuring all customer requirements are met accurately, efficiently, and within agreed timescales.

The role involves supporting sales order processing, customer communication, delivery coordination, and administrative activities to help drive operational efficiency and customer satisfaction. The successful candidate will play a key role in supporting the continued success of the business while promoting the Employee Ownership culture and Core Values.

As part of PB the Employee Ownership model, all employees are encouraged to take ownership of their work, contribute positively to the team, and support continuous improvement across the business.

Employee Ownership Expectations

As a partner, you will share in both the responsibilities and rewards of ownership. Employees are expected to:

• Take responsibility for delivering an excellent customer experience and contributing to business success
• Work collaboratively as part of a team, embracing the Core Values
• Support continuous improvement and personal development opportunities
• Help create a positive and supportive working environment
• Promote and actively support Employee Ownership across the business

Key ResponsibilitiesSales Administration

• Create and process Sales Orders accurately in line with customer purchase order requirements
• Ensure customer details and order information are correctly entered into company systems
• Complete satisfactory credit checks where required
• Create part records for new products, including associated Bills of Materials (BOMs)
• Generate Works Orders for manufactured components and products
• Acknowledge customer orders promptly and professionally
• Respond to customer enquiries and requests in a timely manner
• Maintain accurate sales and customer records

Delivery Coordination

• Liaise with internal departments and customers to coordinate the delivery of customer orders
• Arrange transportation and logistics in line with customer requirements
• Identify and manage any special delivery or shipping requirements
• Generate dispatch notes and associated shipping documentation
• Ensure consignments comply with Health & Safety, environmental, and legal requirements, including ADR, Dangerous Goods Notes (DGN), export documentation, and related compliance procedures
• Provide customers with manuals, drawings, test certificates, and other relevant documentation following dispatch
• Keep customers informed of delivery schedules, delays, and updates
• Respond promptly to customer delivery queries

Purchasing & Office Support

Provide basic purchasing and administrative support during periods of absence or increased workload, including:

• Raising purchase orders
• Supporting day-to-day purchasing activities
• Carrying out general office administration duties
• Assisting with filing, record keeping, and document control

General Responsibilities

• Maintain records of customer requirement changes and updates
• Adhere to company quality procedures and standards at all times
• Comply with all Health & Safety, environmental, and legal requirements
• Maintain a safe, clean, and organised working environment
• Undertake additional reasonable duties as requested by management

Key Performance Indicators (KPIs)

Percentage of customer orders dispatched on time

Accuracy of order processing and documentation

Customer response and resolution times

Customer satisfaction and service levels

Relevant Quality Standards

QAP2.1

QAP2.2

QAP2.8

QAP4.1

Qualifications & Knowledge

GCSEs (or equivalent) in English and Maths

Previous experience within a customer service, sales administration, or office

administration role

Good geographical knowledge and understanding of delivery logistics

Understanding of sales order processing and customer service principles

Knowledge of export, shipping, or compliance documentation would be advantageous

Skills & Experience

Strong administrative and organisational skills

Excellent verbal and written communication skills

High level of attention to detail and accuracy

Ability to prioritise workload and manage multiple tasks effectively

Good IT skills, including Microsoft Office packages

Ability to work collaboratively across departments

Proactive and customer-focused approach

Personal Attributes & Behaviours

Professional and customer-focused attitude

Excellent communicator with strong interpersonal skills

Highly organised with strong attention to detail

Flexible, reliable, and adaptable

Positive team player with a collaborative approach

Ability to use initiative and solve problems effectively

Committed to continuous improvement and personal development