Protective Packaging Limited

French and Spanish Customer Support Advisor

Job Title: French and Spanish Customer Support Advisor

Department: Customer Support

Reporting to: France / Spain Commercial Manager

Position type: Permanent/Full-time

Hours of work: 40 hours per week (Mon-Thurs: 8am-5pm, Fridays: 8am-4.10pm)

Location: Carrington, Greater Manchester


Job Summary:

As a French and Spanish speaking Customer Support Advisor, you’ll embark on a dynamic learning journey to gain knowledge and experience of the holistic business function alongside training and development of the Customer Support role. As an integral part of the team, you will provide proactive and reactive support to our France / Spain Commercial Manager. This pivotal role serves as the vital liaison between our company and our French and Spanish customers. Our adherence to ISO 9001:2015 standards underscores our dedication to quality and exceptional customer service. Key responsibilities include professionally assisting customers with enquiries, offering product information, accurately processing orders, and ensuring prompt order acknowledgments to maintain exceptional service standards. Additionally, the French and Spanish Customer Support Advisor will generate job sheets, cutting lists, and will organise the production and dispatch of appropriate samples. This role presents an excellent opportunity for an ambitious and self-motivated individual to join our dynamic multinational company. Comprehensive training will be provided across various departments, including Finance, Customer Support, Production, Purchasing, Sales, Marketing, Operations, HR, Quality, and IT, fostering a comprehensive understanding of our business operation.


Key Responsibilities:

  • Offer guidance and assistance to customers regarding our products and services.
  • Coordinate the production and dispatch of appropriate samples.
  • Maintain polite and effective communication with customers via phone and email.
  • Accurately process orders and issue order acknowledgments.
  • Generate job sheets, cutting lists, and dispatch lists using our computer systems.
  • Organise paperwork for invoicing and prepare cost estimates and quotes for customers.
  • Assist in marketing efforts through translating blog posts and mailers.
  • Liaise with freight companies and resolve customer issues.
  • Make upselling efforts and follow-up sales calls to support internal sales initiatives.
  • Be proactive in upselling and cross-selling opportunities when responding to customer enquiries.
  • Ensure continuous learning about company products and services and staying updated on changes.
  • Meet training objectives and develop strong communication channels with both internal and external customers.
  • Gain a clear understanding of the company’s products and services, enabling clear and accurate advice to be provided to our customers.
  • Handle customer complaints effectively.
  • Create written materials for customers utilising our computer software programme.
  • Cultivate collaborative relationships with other departments such as Sales, HR, Production, Warehouse, and Accounts.


Qualifications and Skills:

  • At least one year of prior experience in an office based customer support role.
  • Proficiency in Microsoft Office applications (Excel, PowerPoint, Word).
  • Native-level fluency in French and fluent in English; proficiency in Spanish or another European language is advantageous.
  • Experience in or a strong interest in working in a manufacturing setting.
  • Proactive problem solver with a track record of achieving results and managing follow-ups independently.
  • Confident decision-maker with strong interpersonal skills.
  • Comfortable using computers, including email and proprietary software.
  • Strong verbal and written communication abilities.
  • Able to thrive in a fast-paced environment.
  • Excellent numeracy and literacy skills with meticulous attention to detail.
  • Professional appearance and demeanour.
  • Effective planner with strong organisational skills and the ability to multitask.
  • Hands-on approach to tasks with a technical aptitude.
  • Enthusiastic about learning and adapting to new challenges.
  • Systematic problem-solving skills and a desire to understand product and procedural frameworks.


Benefits and Perks:

  • Opportunities for both internal and external training tailored to your role
  • Quarterly team lunches provided by the company
  • Recognition and awards for long-term service
  • Access to a workplace pension with contributions from both employer and employee
  • Early Friday finishes
  • Additional days leave based on length of service
  • Awards for Employee of the Month, Quarter, and Year
  • Daily provision of fresh fruit
  • Special birthdays recognition
  • Options for private healthcare plans
  • Free flu vaccinations
  • Participation in a cycle to work scheme
  • Involvement in employee social activities through a dedicated committee

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