The Customer Support Administrator provides responsive, accurate, and professional day-to-day service to Maxpack’s customers, ensuring that all routine orders, enquiries, and customer communications and complaints are handled efficiently and to a high standard.

Working within the Customer Support Team, the role is responsible for processing repeat and standard customer orders, maintaining data integrity, and supporting service KPIs related to order entry, brand delivery performance, and inbox management.

Reporting to the Customer Support Manager, the Administrator works closely with other departments to ensure seamless service delivery in line with our OTIF KPI.

Core Purpose
To deliver a reliable, efficient, and friendly customer experience by accurately managing all standard order activity — ensuring every communication and transaction supports operational accuracy and measurable performance across all Customer Support KPAs.

Key Responsibilities
– First point of contact for inbound customer calls and emails.
– Handling all enquiries into the business, and allocating to the relevant department/person
– Order Processing, accuracy & administration of customer files, stock availability and pricing.
– Support Brand OTIF (On Time In Full) by ensuring accuracy in data and communication.
– Manage the Sales Inbox to ensure enquiries and orders are handled within target timeframes.
– Escalate any issues or potential delays to the Customer Support Manager.
– Collaboration & Team Support
– Communicate effectively with Customer Account Managers, Category Sales, and Operations.
– Maintain accurate daily records of Inbound Calls, Lines Entered, and Sales Keyed.

Key Performance Activities (KPAs)
1. Customer Responsiveness – Inbound Calls, Inbox Management
2. Order Accuracy
3. Service Reliability. Brand OTIF
4. Collaboration & Escalation
5. Data Integrity

Skills & Attributes
Proven experience in Customer Support, sales administration, or order processing
High attention to detail and accuracy in data entry
Excellent communication and telephone handling skills
Strong organisational and multitasking ability
Comfortable working under pressure in a fast-paced environment with clear priorities
Reliable, methodical, and accountable in daily workflow
Enthusiastic team player with a focus on service excellence

Maxpack’ s Values
Consistently demonstrates Maxpack’ s five values:

Serving
Providing consistent, dependable support to customers and colleagues

Understanding
Listening carefully and responding thoughtfully to each query

Collaborative
Working closely with the Specialist and team to deliver smooth service

Helpful
Anticipating customer needs and providing clear, timely communication

Accountable
Taking ownership of tasks, data, and results

This role underpins Maxpack’s mission:
To lead UK manufacturing in sustainable, measurable packaging improvement.

Reporting Line
Reports to: Customer Support Manager
Works closely with: Customer Support Specialist, Customer Account Managers, Operations and Purchasing.