Please be aware that we have temporarily removed Royal Mail courier services for customers outside of the UK as they are experiencing severe service disruption to international export services and are unable to dispatch any items overseas. 

Customer Service Advisor

Chalgrove, Oxfordshire

Full time

Main purpose of the job:

To provide high quality, timely and efficient service to our customers for order enquiry, placement, and fulfilment to deliver high customer satisfaction.

We have a flexible hybrid model where we expect everyone to work in our Chalgrove office in Oxfordshire at least 3 days per week. This is to continue building relationships, collaborating and developing our team.

Main tasks of the job

  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Supporting the business by delivering on KPIs, departmental and company rocks, collaborating with colleagues and stakeholders to ensure the customer is at the heart of everything that we do.
  • Collaboratively support in the creation and maintenance of reports and departmental processes.
  • Ensuring there is a strong focus on the growth, retention, and satisfactions of E3D’s customer base, maintaining accuracy, continuous improvement and reliable problem solving.
  • Communicating with internal and external customers through various channels; telephone, email, web-chat, etc.
  • Identify opportunities to enhance the customer journey experience and turn dissatisfied customers into happy customers.
  • Responding promptly to customer queries ranging from, but not limited to:
    • Product returns
    • Amended and cancelled orders
    • E3D Account
    • Lost shipment and missing products.
    • Warranty
    • Invoice and Payments
    • Sales enquiries
    • Technical product support
    • Damaged and faulty parts
    • Product compatibility
  • Ensure customer data is processed in accordance with data protection and is GDPR compliant.
  • Manage PayPal disputes and resolutions, liaising with the finance team as required.
  • Ensure internal notes and customer communications are accurately captured and maintained in Zendesk
  • Maintain professional internal and external relationships that meet E3D core values.

Essential skills and experience

  • Significant experience working in a customer service or support environment required.
  • Able to embrace change whilst adopting a positive attitude.
  • Experience of working in a target driven environment centred on customer delivery.
  • Understanding of Microsoft office applications.
  • Able to interpret and respond clearly and effectively to customer requests
  • Understanding of customer administration processes and policies.

Desirable skills and experience

  • Understanding of 3D Printing or Technical Experience.


  • 20 days holidays in a complete year, increasing to 23 days after 2 years continuous service and 28 days after 5 years continuous service (excluding the public/bank holidays)
  • Free on-site parking
  • An Employee Assistance Programme and trained Mental Health Champions
  • Death in Service (on completion of three months service)
  • Company Pension Scheme
  • £500 CPD Budget (on completion of three months service)
  • £200 Wellbeing allowance (on completion of three months service)
  • Company Sick Pay (on completion of three months service)
  • We Care – 24/7 online GP, mental health support and virtual wellbeing
  • Bereavement Counselling
  • Probate Helpline

Closing date: 23rd December 2022

You will receive a reply when the role has been taken down and a shortlist compiled. 

Please state your salary expectations.

Strictly No Agencies

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