Customer Service Executive
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Job Location:
Birmingham - UK
Yearly Salary:
£ 28000 - 30000
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Customer Service Executive
Reporting to:National Sales Manager
Location:Birmingham City CentreHours:12:00pm 8:00pm (MondayFriday) or 2:00pm to 10.00pm
Role Overview
This is a central fast-paced role supporting both customers and internal sales operations. You will act as the key link between retailers the sales team warehouse and financeensuring seamless order processing excellent customer service and proactive revenue generation.
The role blends reactive customer support proactive outbound calling and sales administration making it ideal for someone who is both customer-focused and commercially aware.
Key Responsibilities
1. Customer Interaction & Support
- Answer inbound calls from trade/retail customers promptly
- Handle queries including:
- Missing items
- Delivery issues
- Returns
- General order enquiries
- Act as the first point of contact for customer and sales team issues
- Log all interactions and issues in internal systems in real time
- Follow up with customers to ensure full resolution and satisfaction
2. Issue Management & Resolution
- Take ownership of customer issues from start to finish
- Work closely with warehouse teams to resolve:
- Lost parcels
- Picking errors
- Returns
- Escalate urgent issues quickly and appropriately
- Maintain visibility of all open cases and ensure timely closure
3. Order Processing & Sales Support
- Process sales orders accurately and efficiently
- Ensure all details are correct before invoices are issued
- Support pre- and post-sales activities for internal and field sales teams
- Assist with general sales office operations
- Collaborate with finance to track invoices and customer payments
4. Outbound Calling & Account Development
- Proactively contact retailers daily to:
- Re-engage lapsed customers
- Support key and high-value accounts
- Cover territories without field sales presence
- Promote products offers and new lines
- Drive repeat business and increase order frequency
5. Sales Data & Administration
- Maintain accurate sales records and CRM data
- Monitor and report on sales performance (daily/weekly/monthly)
- Assist in preparing sales reports and wage/commission data
- Ensure all administrative tasks are completed efficiently
6. Customer Account Management
- Vet and qualify new customer account registrations
- Contact customers where necessary to verify details
- Identify potential leads and pass them to Business Development Executives (BDEs)
- Maintain strong relationships with trade customers
7. Call Management & Coverage
- Maintain high call answer rates during peak hours
- Take ownership of late-day call coverage (after 5pm)
- Return missed calls promptly
- Ensure no customer enquiry goes unanswered
8. Team & Process Support
- Support the Customer Service Manager with reporting and operations
- Assist in improving internal processes and workflows
- Work collaboratively across sales warehouse and finance teams
The Ideal Candidate
- Essential Skills & Experience
- Strong communication and interpersonal skills
- Highly organised with strong attention to detail
- Ability to work at pace in a high-volume environment
- Confident handling B2B customer interactions
- Strong ownership and problem-solving mindset
Desirable
- Customer service and/or telesales experience
- Familiarity with CRM systems (e.g. Shopify)
- Experience handling sales data and reporting
Personal Attributes
- Proactive and commercially aware
- Comfortable making frequent outbound calls
- Calm under pressure in a fast-paced environment
- Team-oriented with a collaborative approach
- Customer-focused with a commitment to service excellence
Why This Role Matters
This role is critical to ensuring smooth sales operations maintaining strong retailer relationships and driving revenue growth. You will directly impact customer satisfaction retention and overall business performance.
Package
- Salary:
- Bonus/Incentives
- Career progression opportunities
About Company
Parna recruitment Excels in sourcing top talent for HR, FMCG, Harm Reduction products, sales and marketing industries. Discover tailored staffing solutions that drive
