Customer Service Administrator

17000.00 - 19000.00 GBP Annual
03 Dec 2020
31 Dec 2020
Contract Type
Full Time
Here at The Pen Warehouse and Snap Products we take stationery or general promotional products and turn them into powerful marketing tools, using the latest print technology. Our business is a hybrid of marketing and manufacturing where in 2019, through over 3500 resellers, we produced and distributed over 66 million printed products. These were all fulfilled in-house through innovative print processes, such as direct digital and spot colour printing, as well as laser engraving and dye sublimation printing.

Working with us

We are a family business, based in Aldershot Hampshire, our Directors are very hands on in every department giving you visibility and accountability which are essentials for growth. Our founders are entrepreneurs, we therefore look to build teams with employees who possess a similar skillset in taking initiative and finding a way to achieve excellence in their roles.

This is an exciting time to join our businesses as in 2019 we refurbished our 60,000 sq ft factory to include breakout areas for employees, a training facility for ongoing support, a studio for videography and photography and a showroom for our customers to experience our full product range and service offering. We have also won several awards around our service and products.

You will be working with a successful team and a forward thinking, modern business that is focused on delivering the highest level of Customer Service. Responsible for covering the tasks and duties as required within the Customer Service Team; where you will be primarily responsible for communicating with distributors, winning orders and administering the order's entire order process, from quote through to delivery ensuring a high level of Customer Service is maintained.

This is a busy and varied role that would suit a highly organised and structured individual who is used to completing tasks to strict deadlines.

What you'll be doing


Building relationships with customers and delivering outstanding customer service;


Dealing with a high number of telephone calls and emails;


Accurately administrating orders from quote to delivery, which includes but not limited to:-


Issue quotes to distributors and deal with any enquiries


Raise orders on our operating systems


Preparing orders for printing


Checking and sending order confirmations to distributors


Progress orders/approvals/quotes


Ensure any customer queries are dealt with in a timely, friendly and professional manner;


Any recurring issues or areas of concern to be highlighted to the Customer Service Manager;


Liaise with internal production and despatch functions, as well as Courier Companies;


Attending Meetings, as directed by the Account Manager or another member of the department Management team;


Must escalate complaints to the Account Manager or member of the department Management team and have the ability to ensure all accurate information is passed on so that an informed decision is made;


Upsell where possible and cross sell across both Tancia Ltd T/A The Pen Warehouse and Snap Products Ltd;

You'll be a good fit for this role if you:

Have a positive outlook and a clear focus on customers, process and procedures;

Demonstrate care and empathy for customers;

Can work with numbers, you will be quoting and preparing paperwork from our quoting system;

Achieve high standards of quality, efficiency, and productivity;

Be inquisitive and ask questions around a customer's order, to either deliver a superior service or upsell a product;

Must have the ability to be flexible with start and finish times (Hours are 8.30-17.30 Monday-Friday);

Ability to communicate both verbally and electronically;

Committed, with a great work ethos;

Service minded with excellent customer focus;

Experience of working in an environment where priorities are constantly changing;

Work with in a team to help achieve one common goal;

Focused on timely delivery and achievement of customer satisfaction;

Exceptional interpersonal skills and telephone manner;

Live within 45 minutes of our HQ, Aldershot Hampshire.


Excellent levels of written and spoken English

Computer literate

At least 1-3 years Customer Service Administrative experience

On top of a competitive salary we also offer a benefits package too:

Working in our newly refurbished and spacious offices

Access to internal and external training, funded by the business

Workplace pension scheme

Cycle storage

Referral bonus when you bring your friends to join the team

Credit to spend each year on our products

28 days of holiday a year (including public holidays)