We’re the UK’s leading manufacturer of decorative surfaces and laminate worktops, making more than 100,000 each month. Based in Shildon, County Durham, we’ve been going since the early nineties, but our history goes much farther back.

We’re proudly part of Wilsonart Engineered Surfaces, driven by a mission to create surfaces people love, with service they can count on, delivered by people who care.

Together we’ve enjoyed 60 years of innovation, design and production of beautiful surfaces with no intention of slowing down. Wilsonart Engineered Surfaces was grown from a little company called Ralph Wilson Plastics founded in Temple, Texas, USA in 1956. The rest, as they say, is history.

Are you passionate about delivering exceptional customer service?

Do you have strong organisational skills and thrive in fast-paced, high-volume environments?

We are proud of our company and how we serve our customers. We work hard to earn the trust of our customers, our peers, and our planet. If you’d like to join our brilliant team, we want to hear from you!

About the Role

We have an exciting opportunity within our Call Handling Customer Service Team at our County Durham site.

Purpose of the Role:

You will work closely with account managers to provide professional support to customers, acting as the day-to-day contact for orders, active sales, promotions, and samples. Your goal is to ensure every customer has a positive experience by responding quickly and accurately to their needs.

Key Responsibilities

• Handle inbound calls and manage email queries from customers and end users.
• Process and validate customer orders, ensuring accuracy and timely acknowledgment within 24 hours.
• Advise customers on potential delays and provide accurate delivery information.
• Collaborate with planning teams to ensure order intake aligns with production capacity.
• Manage B2C and B2B order processes, including arranging delivery and collection dates.
• Provide weekly reports and administrative support to customers.
• Support service level improvements and systems development.

Essential Skills & Experience

• Minimum 3 years’ experience in call handling and order processing within a customer service environment.
• Proven experience in high-volume call handling.
• Strong data entry and administration skills.
• IT literate with excellent Microsoft Excel skills (including advanced functions).
• Strong planning and organisational abilities.
• Excellent communication skills, both verbal and written.
• Ability to resolve queries professionally and efficiently.

Desirable

• Knowledge of SAP, EPICOR
• Customer service experience within a manufacturing organisation.

Qualifications

• 2 years Customer Service experience minimum
• Good level of education.
• Highly computer literate with experience using Microsoft software and ERP systems.

• Enhanced Pension
• Employee Assistance & Wellbeing Programme
• Death in Service Benefit
• Income Protection Benefit
• 25 days annual leave + Bank holidays
• Free onsite Parking
• Company Purchase Discount Scheme

Helen Richardson

Wilsonart Ltd | Lambton Street Industrial Estate, Shildon, County Durham, DL4 1PX | helen.richardson@wilsonart.co.uk