Customer Service Representative

As a global market leader in the world of eyecare, Keeler’s dynamic business creates an exciting opportunity for career development.

We are a vibrant, future-facing organisation, with over a century of industry expertise. The highly-trusted Keeler brand supports our consistent revenue growth. We actively foster a diverse, inclusive work environment and continuously seek to drive sustainability across our organisation.

Keeler is a part of Halma, a global group of life-saving technology companies focused on growing a safer, cleaner, healthier future for everyone, every day. Employing over 7,000 people in more than 20 countries, Halma has major operations in the UK, mainland Europe, the USA and Asia Pacific. Halma is listed on the London Stock Exchange (LON: HLMA) and is a constituent of the FTSE 100 index.

Responsibilities

• Serve as a primary point of contact for customer inquiries via phone, email, chat, customer portals, and ticketing systems
• Handle high‑volume inbound phone calls with professionalism and efficiency
• Enter, maintain, and manage accurate order information, including pricing, shipping details, delivery timelines, and carrier requirements
• Maintain accurate and up‑to‑date customer records in CRM and ERP systems
• Document, investigate, and resolve customer issues; escalate complex concerns when appropriate
• Provide product and service information, including pricing, returns, repair authorizations, and replacement options
• Process payments for prepay or auto‑run accounts as required
• Support Sales Partners with customer requests, quotes, and product information
• Coordinate with internal teams (Sales, Purchasing, Logistics, Warehouse) to ensure timely order fulfillment and issue resolution
• Follow up with customers to confirm resolution and satisfaction
• Meet established service‑level expectations for response time, accuracy, and call handling
• Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements
• Perform additional customer service or administrative tasks as needed

About You

Required Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred (equivalent experience considered)
• Minimum two years of customer service experience in a high‑volume environment
• Minimum two years of order‑entry or administrative experience
• Proficiency with Microsoft 365 (Outlook, Excel, Word)
• Experience working with CRM and/or ERP systems
• Strong verbal and written communication skills
• Ability to manage multiple priorities while maintaining accuracy and attention to detail
• Demonstrated problem‑solving skills, active listening, and ability to de‑escalate challenging situations
• Comfortable working with both domestic and international customers
• Team‑oriented mindset with the ability to collaborate across departments

Preferred Qualifications

• Experience in B2B customer service, manufacturing, or distribution environments
• Familiarity with CRM or ERP platforms such as Epicor or similar systems
• Knowledge of shipping logistics, freight carriers, or international order processes
• Experience with ticketing systems or multichannel customer support tools
• Understanding of data privacy, documentation, and record‑keeping best practices

What We Offer You

• We offer a competitive total rewards package, including salary, bonus potential, retirement savings, and benefits.
• The potential to work in collaborative work environment within Keeler and Halma Group
• Career Development Opportunities within Keeler and Halma Group

*** Individual will be required to be in office, 5 days/week during the training period. ***

Location of the role is Malvern based, with working from home/travelling hybrid model.

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Join us in creating and delivering life-changing products and solutions that impact millions of people around the world, helping our customers bring an end to preventable vision loss.