Customer Service Representative

The Role

Join our vibrant, customer-centric team and play a pivotal role in delivering exceptional service to customers across Europe, the UK, and the Americas!

We’re looking for a passionate Customer Service Representative who thrives in a fast-paced, international environment. As a trusted point of contact, you’ll take ownership of order management, issue resolution, and clear, proactive communication.

In this dynamic role, you’ll collaborate closely with internal teams to ensure seamless processes and deliver outstanding customer experiences that drive satisfaction and loyalty. If you’re solution-oriented, thrive on building relationships, and enjoy making a tangible impact, this role is for you!

Principle Accountabilities

• Accurately process customer orders, monitor product availability, and proactively offer alternatives to prevent stock-outs
• Serve as the primary contact for customer queries, complaints, and updates, ensuring timely resolution and maintaining trustful relationships
• Work closely with internal teams (e.g., demand planning, supply chain, and operations) to ensure seamless order execution and delivery
• Maintain customer master data, pricing files, and compliance certifications via internal systems
• Manage claims, returns, and reallocation processes, striving for continuous improvement and best practices
• Contribute to the company’s 'one-stop shopping strategy' by supporting the sales agenda and sharing key updates with customers (e.g., product launches, updates, and phase-ins/outs)

Skills and Experience Required

• Fluent English is essential for working with international clients
• Experience in a similar role or capacity
• Ability to handle customer interactions via phone and email confidently and professionally
• Familiarity with SAP is a plus (training provided if necessary)
• Organized and detail-oriented, with the ability to resolve problems proactively and efficiently

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and many extras including a generous holiday entitlement and hybrid/flexible working opportunities as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.