Customer Service Representative

The Daylight Company is a leading market innovator in specialty lighting in Europe, USA and Australia. Established in London in 1987, the business developed following the recognition that people performing different tasks needed specifically designed quality lighting in their working environment. We are looking for a proactive and detail-oriented Customer Service Representative to deliver high-quality support across both B2B and B2C channels. This role is responsible for managing customer enquiries, processing orders, handling warranty claims, and ensuring a seamless customer experience across all touchpoints. Based in the USA, you will work closely with the US national sales manager and internal teams based in London including Warehouse, and Operations to resolve issues efficiently while maintaining high levels of customer satisfaction and operational accuracy. This role will report into the Sales & Customer Operations Manager What You’ll be doing: Order & Logistics Management Process B2B and B2C orders accurately and promptly in NetSuite. Coordinate with the US distribution warehouse to ensure timely dispatch and on-time delivery. Proactively monitor order status, backorders, and shipment exceptions, keeping customers informed. Customer & Account Support Act as first point of contact for US distributors, resellers, and direct customers via phone and email. Build and maintain strong working relationships with B2B accounts to support the US national sales manager Warranty & Aftersales Log, track, and resolve warranty cases and product issues in line with company aftersales processes. Escalate recurring quality issues to the Operations & Quality team with clear supporting detail. Systems, Reporting & Process Maintain accurate customer and order records in NetSuite and Brevo. Contribute to customer service KPI tracking (phone, email, warranty, order processing, service quality). What we’re looking for: Minimum 4 year experience in customer service role (ideally within wholesale, retail or product based) Strong written and verbal communication skills, professional and customer-focused. High attention to detail and organizational skills Accurate, detail-oriented, and comfortable managing multiple priorities. Able to work collaboratively across time zones with the UK-based team. Experience using CRM or ERP systems Experience supporting both B2B and B2C customers Familiarity with marketplace platforms (e.g. Amazon) Familiarity with warranty claims and returns processes #J-18808-Ljbffr The Daylight Company