Customer Support/Planning Officer

Responsibilities:

Order & Delivery Management

• Support timely, accurate processing of deals, quotes, and orders.
• Monitor and manage the full order journey, updating customers on changes or delays.
• Assist in coordinating outbound orders to meet customer commitments.

Customer Communications & Relationships

• Respond to inbound queries via phone, email, web, and portal in a prompt and professional manner.
• Handle in-person showroom visits (as applicable).
• Build strong, personalized relationships with key customer contacts.
• Record and manage interactions using HubSpot CRM to enhance customer experience.

Claims & Admin Support

• Collaborate with the Service Delivery Support team to handle customer claims accurately and within defined timelines.
• Manage basic site logistics such as office consumables, service coordination, and housekeeping.

Health & Safety

• Follow safe work practices and report any unsafe conditions immediately.
• Promote and support a safe workplace culture in collaboration with teammates.

Team Collaboration

• Serve as a backup to fellow Customer Care team members.
• Work closely with the Production Planner and Sales Team to support internal alignment.

Qualifications:

• 3+ years experience in customer service roles, preferably in B2B and manufacturing sectors.
• Background in Business, Customer Service, or Management.
• Strong customer focus with proven ability to build lasting client relationships.
• High attention to detail and process orientation.
• Proficient in MS Office 365 (Outlook, Teams, Excel, Word).
• CRM experience HubSpot preferred.
• Understanding of health & safety practices in production environments.
• Fluent in English (spoken and written).