Join our dedicated team at Sorbus International Ltd, a trusted UK supplier of specialist arboricultural and forestry equipment.
We are looking for a highly motivated and experienced Customer Service / Returns Administrator to become a key part of our growing team. This is a fantastic opportunity for someone with a passion for delivering exceptional customer service and a solid background in office administration. You would work in a small customer service team and your main focus will be to process return requests and resolve customer returns as swiftly as possible for our valued customers.
About the Role:
As the first point of contact for many of our customers, you’ll play a vital role in ensuring a professional, responsive, and friendly experience. Whether assisting with enquiries, quote requests, processing orders, returns or providing aftersales support, your focus will always be on exceeding expectations.
Key Responsibilities:
- Deliver outstanding customer service via phone, email, livechat and in person
- Handling returns will be a key focus in this role including arranging collections and shipments worldwide with our preferred couriers
- Raising cases and following them through to completion in NetSuite
- Raising warranty claims with our suppliers and ensuring we receive the applicable replacement stock or credit notes
- Liaise with the accounts team to ensure supplier credit notes are received
- Tracking parcels and providing delivery updates to customer
- Submitting claims for lost or damaged parcels on our couriers portal
- Process orders and manage customer accounts using NetSuite
- Respond to product and order enquiries efficiently and accurately
- Liaise with internal departments to ensure smooth order fulfilment
- Keep customers informed about any back orders or stock shortages
- Assist with general office administration as required
- Keeping up to date knowledge of our vast range of product lines
- Ensuring the customer service function meets our ISO:9001 requirements, our governed quality standard
- Greeting visitors and trade clients in our showroom
What We’re Looking For
- Proven extensive experience in customer service, office administration, and IT systems (Minimum of 3 years)
- Familiarity with NetSuite (or similar ERP/CRM systems)
- Excellent communication and interpersonal skills
- A proactive attitude and willingness to go the extra mile for customers
- Strong organisational skills and attention to detail
- Ability to prioritise a busy workload under pressure
- Ability to handle customer queries in a professional and solution focussed way
- An interest in PPE, tree surgery or forestry equipment is of benefit
- Customer Service or Business Administration qualifications are an advantage
- Willingness to learn about our product offerings and receive product training to help you with your role and continued personal development
Alongside the above, you may be required to attend occasional exhibitions over the year which could involve very occasional (approx once a year) nights away.
We are a small, yet growing, fast paced company therefore you are expected to work as part of a team and manage a busy workload effectively.
Working hours are 8.30am-5.30pm, Mon-Thurs and 8.30am-5pm on a Friday, with occasional overtime on a Saturday morning on a rota basis (approx 1 in 6) from 9am-12noon. Due to lack of public transport access own transport advised.
Workplace pension, Staff Social Events, Benefits and Discount Platform, Employee Assistance programme & Healthcare cashback plan after successful probationary period of 6 months.
Holiday Allowance is 22 days per annum plus bank holidays. Rising to 25 days plus bank holidays after 5 years service. (Holiday year is Jan-Dec).
Why Join Sorbus?
- Family-run growing business since 2007 with a strong team ethos
- Training provided on our specialist products and services
- A chance to shine in a growing, quality-driven company.
If you're passionate about helping others, thrive in a busy office environment, and want to be part of a company that values quality, integrity, and service — we'd love to hear from you.
No agencies at this time please.
Job Types: Full-time, Permanent
Pay: £28,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Private dental insurance
- Referral programme
- Store discount
Ability to commute/relocate:
- Frome BA11 2FB: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Do you have any experience within the industry we serve?
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 3 years (required)
- Administrative: 3 years (required)
- ERP systems: 2 years (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Reference ID: CS/25
