Customer Service Executive

The Customer Service Executive plays a key role in supporting a high-performing sales environment working collaboratively with Operations External Sales Finance and Procurement.

The postholder will deliver an exceptional customer experience demonstrating a strong ability to understand customer needs and provide timely effective solutions.

This role provides comprehensive sales and customer service support to customers via telephone and email. The successful candidate will be allocated specific sales areas within the business supporting multiple External Sales Consultants and fostering strong long-term customer relationships through a consistent customer-centric approach.

While primarily responsible for ensuring a seamless customer journey from quotation through to order delivery and invoicing the role also includes proactively identifying opportunities to upsell and range sell communicating promotional activity and supporting effective price maintenance for key customers.

PRINCIPAL RESPONSIBILITIES

• Prioritise and process customer orders and enquiries received via telephone and email.
• Deliver a smooth end-to-end customer journey from Quote Order Delivery Invoice.
• Investigate and resolve customer queries and complaints promptly and professionally including late deliveries incorrect orders or faulty products.
• Maintain accurate and detailed customer records including pricing updates special instructions and account notes.
• Liaise closely with Supply Chain Finance and Operations teams to coordinate collections manage delivery requirements and fulfil ad hoc customer requests.
• Work collaboratively with allocated Sales Consultants to drive positive sales performance within your designated sales area.
• Proactively identify opportunities to increase sales through upselling cross-selling and promotion of new products and services.
• Monitor product availability and communicate restock requirements or order issues to the Supply Chain team.
• Assist the Finance department with credit hold queries account reconciliations and other accounting-related customer enquiries.
• Communicate proactively with customers regarding order progress delays or delivery amendments.
• Accurately log all customer interactions and maintain up-to-date account information ensuring data can be retrieved for reporting and management analysis.
• Address customer enquiries regarding new products services pricing and promotions.
• Contribute to overall business performance by increasing customer satisfaction and supporting revenue growth.

SCOPE OF POSITION

The role does not have line management responsibility and will report to the Head of Customer Experience

The postholder may be required to work additional hours where necessary to fulfil the responsibilities of the role and support business requirements.

LOCATION

This position is located at our site in the UK Head Office in Biggleswade.

PERSON SPECIFICATION

Key Skills

• Proven customer service experience
• Excellent verbal and written communication skills
• Keen attention to detail and adherence to procedures and deadlines
• Computer skills including Excel / Word / Outlook - Intermediate level is a minimum
• Knowledge of SAP an advantage

Knowledge and Experience

• Demonstrable excellent customer service attributes
• Flexible in approach capable of prioritising numerous work streams
• Excellent planning organisation and administration skills

Personal Attributes

• Natural relationship builder with integrity reliability and maturity
• Critical thinking and problem-solving skills
• Quick learner

Qualifications

• Minimum level 2 (GCSE qualification level) Maths and English education

Required Experience:

Junior IC