Customer Service Representative

About the role

Kidde Global Solutions is seeking a Customer Service Representative to manage sales orders, handle customer enquiries and ensure timely delivery of fire and life safety products. You will work closely with sales, purchasing and warehouse teams to maintain high service standards.

Key responsibilities

• Process customer sales orders, release delivery documents and coordinate with the warehouse for special shipments.
• Log and manage returns (RMA), determine credit or replacement actions, and raise commercial and pro‑forma documentation.
• Answer inbound calls, update Zendesk tickets and respond to enquiries on stock, pricing and product information.
• Generate weekly outstanding order reports, provide feedback within 24 hours and support KPI achievement (e.g., call coverage, same‑day dispatch).
• Liaise with purchasing and production leaders on inventory issues and provide accurate ETA updates to customers.

Required profile

• 3–5 years of experience in a customer service or order‑management role.
• Intermediate proficiency with MS Office and a solid understanding of supply‑chain and operations processes.
• Experience working in a team environment and developing or following Standard Operating Procedures.
• Familiarity with ERP systems and ability to compile standard work documents.

Required skills

• MS Office (Excel, Word, Outlook)
• ERP system usage
• Zendesk ticketing platform
• Ability to handle escalated customer issues and provide accurate, timely resolutions