Customer & Sales Advisor Customer Service Panaz HQ - Burnley

Panaz, a global leader in textile innovation based in Burnley, seeks a Customer & Sales Advisor to support our UK and international customers. The role ensures accurate order processing, exceptional service delivery, and smooth coordination across logistics, supply chain and internal teams. Responsibilities include managing key customer accounts, handling export documentation, resolving queries, and contributing to continuous improvements in customer excellence.

• Competitive salary - up to £27,000 per year
• Quarterly bonus - £450 to £2,000 based on team performance
• Flexible working hours - 37.5 hours per week with adaptable start/finish times
• 33 days holiday, including bank holidays and paid Christmas closure
• Inclusive team culture - accessible facilities, team events and volunteering opportunities
• Training & development - ongoing support for career progression
• Company sick pay - after 1 year of service

Location: onsite at Burnley HQ (BB11 5ST)

• Preparing and dispatching orders accurately for UK and export customers
• Meeting service level agreements and managing customer expectations
• Handling queries on deliveries, customs, stock, pricing, freight and product alternatives
• Monitoring pro forma orders and outstanding orders to ensure timely dispatch
• Processing Country of Origin certificates via the Chamber of Commerce
• Managing the full order fulfilment journey with logistics, supply chain and operations
• Supporting Customer Service, Sampling and Projects teams when required
• Managing key customer accounts and providing freight quotations
• Working with the Head of Customer Excellence to improve processes and communication
• Conducting inductions and training for new staff
• Generating sales reports and following escalation procedures

• Experience in customer service and sales, ideally in a product or manufacturing setting
• Confident using Microsoft Office, Mertex, HubSpot and logistics email systems
• Language skills in French, German or Spanish are advantageous
• Strong attention to detail, accuracy and organisation
• Positive, customer-focused approach with excellent communication skills
• Ability to problem-solve, show initiative and exercise good judgement
• Professional and culturally aware, adapting communication to international audiences

• Customer-first and solution-oriented
• Curious about interiors and fabrics - willing to learn our product range in detail
• Quick to pick up new systems and keen to improve processes
• Resilient, positive and professional under pressure
• A true team player with high standards and attention to detail
• Able to represent the Panaz brand with pride and precision

We welcome applicants from all backgrounds and are committed to building a diverse and inclusive team.