Customer Service Specialist

ICT is a global leader in tissue manufacturing, committed to delivering outstanding quality products and services to our customers. As we continue to expand with our new state-of-the-art facility in Deeside, we are seeking a passionate and customer-focused Customer Service Specialist to join our dynamic team.

This role is pivotal in shaping the customer journey. As the main point of contact for customers, you will act as the key coordinator of customer support, collaborating with internal teams to ensure seamless execution of the order-to-cash process. Working closely with the sales team, you will play a critical role in driving sales, encouraging repeat business, and adding value to the customer relationship.

Role Responsibilities:

• Respond promptly and professionally to customer inquiries, providing accurate information and resolving issues efficiently.


• Process and manage sales orders in SAP, ensuring data accuracy and adherence to company procedures.


• Administer and maintain on-invoice commercial agreements, including pricing and discounts, in line with company policies.


• Manage off-invoice commercial agreements, such as services and bonuses, ensuring accurate documentation and compliance.


• Handle potential customer complaints related to sales orders, resolving issues quickly and appropriately


• Management of credit and debit notes efficiently, ensuring proper documentation and approval processes.

Desired skills:

• Proven experience in a customer service or sales support role, preferably within manufacturing


• Experience in SAP or similar ERP systems


• Knowledge and understanding of best practice and experience working with retailers


• Excellent communication skills