Role Overview

The Customer Service Manager at Snopake Brands needs to ensure a positive customer experience by overseeing daily operations and maintaining exceptional service levels and high customer satisfaction, which contributes to our long-standing customer loyalty and growth.

Key Responsibilities

UK Customer Service

Customer Service Operations

• Manage and respond to inbound customer enquiries via phone/email - ensuring prompt, professional, and accurate resolution of all questions and concerns.
• Liaising with Sales, Accounts, Marketing and Supply Chain colleagues
• Provide comprehensive support to Sales Representatives by supplying any information they require throughout the course of the business day.
• Oversee customer order processing, including stock confirmation and payment handling
• Maintain and update pricing information within the system under individual customer accounts to ensure accuracy and consistency.
• Issue invoices and credit notes in a timely and accurate manner.
• Resolve customer queries on products, stock and pricing. Liaise with the Supply Chain Manager to determine stock availability and coordinate the release of inventory for bulk order quantities.
• Investigate and manage customer shortages or over-deliveries, liaising with Supply Chain and Warehouse Managers
• Process warranty claim forms from receipt through to resolution, including arranging product collections or replacements and issuing formal correspondence to customers detailing the findings and outcome of each product assessment.

Amazon & Portal Management

• Process Amazon orders and provide timely acknowledgement via the Amazon portal.
• Update and maintain ASIN codes as required.
• Dispute and resolve pricing discrepancies or shortage claims through the appropriate channels.
• Manage and update customer portals for key accounts, ensuring all information is current and accurate.

Export Customer Service

We are seeking an experienced and organised Customer Service Administrator to oversee export order processing and international customer service operations. The role involves managing export orders from receipt through to shipment, coordinating all related documentation, and ensuring compliance with country-specific import and export requirements. The successful candidate will work closely with customers, logistics providers, production teams, and customs authorities to ensure smooth and efficient delivery of goods worldwide.

Key Responsibilities

• Process and manage export sales orders accurately and efficiently.
• Coordinate the full export order cycle from order entry through to dispatch and delivery.
• Prepare and manage all export documentation including:

o Commercial invoices

o Packing lists

o Certificates of origin

o Shipping documents

o Customs paperwork

o Letters of credit documentation

o Country-specific import/export documentation

• Ensure all documentation complies with international trade regulations and customer requirements for different countries.
• Liaise with freight forwarders, shipping agents, and customs brokers to arrange shipments and resolve any export issues.
• Maintain accurate records of export orders, shipping schedules, and documentation.
• Provide excellent customer service by responding to customer enquiries, order updates, and shipment tracking requests.
• Manage and support the customer service/export administration team.
• Monitor delivery schedules and resolve any delays or documentation discrepancies.
• Work closely with internal departments including warehouse/logistics, production, and finance to ensure smooth order fulfilment.
• Ensure compliance with company procedures, international shipping regulations, and customs requirements.

Skills & Experience Required

• Previous experience in export customer service, export administration, or international logistics.
• Strong knowledge of export documentation and international shipping procedures.
• Experience dealing with country-specific customs and import/export regulations.
• Excellent organisational and administrative skills with strong attention to detail.
• Ability to manage multiple orders and deadlines simultaneously.
• Strong communication and problem-solving skills.
• Proficient in Microsoft Office and ERP/order processing systems.
• Experience managing or supervising a team is preferred.

Desirable

• Knowledge of Incoterms and international trade compliance.
• Experience working with freight forwarders and customs authorities.
• Additional language skills would be advantageous.

Personal Attributes

• Highly organised and detail-oriented
• Proactive and able to work under pressure
• Strong customer-focused approach
• Support customers by liaising with freight companies for international freight quotations and completing documentation accurately.
• Prepare and manage all export documentation, including Dangerous Goods Notes (DGN) and Chamber of Commerce certifications.
• Coordinate and arrange collections with DHL, ensuring all shipments are scheduled efficiently and in accordance with customer requirements.

Team Leadership & Development

• Foster a high-performance team culture and manage team schedules
• Define, implement, and continuously refine Standard Operating Procedures (SOPs) for the customer support team to ensure consistency and efficiency.

Continuous Improvement

· Identify opportunities to improve processes and solve problems continuously together with your colleagues and customers.

Candidate Profile

We welcome candidates who are practical, have clear communication skills, and can handle a variety of tasks accurately during a busy day. Working together with your UK and International colleagues and customers, you should be a team player.

Experience with order management systems, e-commerce platforms, and export documentation is highly desirable.

Additional language skills would be advantageous.

Job Type: Full-time

Pay: From £28,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking
• Private dental insurance
• Private medical insurance

Education:

• Certificate of Higher Education (preferred)

Experience:

• customer service: 3 years (preferred)

Work Location: In person