Customer Service Executive

Role: Customer Service Executive

Reporting to: Customer Services Support & Development Manager

Location: Heanor site - site based 3 days and home based 2 days (pro rota)

Expectations:

We are seeking a proactive Customer Service Executive for a well-established business dedicated to retaining and enhancing business through a customer-focused approach. The role involves supporting the business in meeting budget and growth targets while promoting an excellent service culture.

Purpose:

The Customer Service Executive will support the Customer Team by ensuring timely and accurate handling of customer enquiries, overseeing operational duties, and assisting the team in achieving their objectives. The role is pivotal in promoting strong customer service values.

Main Duties:

- Order Processing: Process orders (manual and EDI) efficiently, manage ship schedules, confirm orders, book deliveries, chase stock, and handle pro formal payments.

- Supplier Management: Process purchase orders for bespoke/non-stock items, chase supplier invoices, and create new codes for bespoke units.

- Customer Interaction: Handle customer service calls, maintain relationships by addressing questions and concerns professionally.

- Enquiries and Quotes: Maintain enquiries and quotes, generate new business, raise and amend quotes, investigate transport costs, and send product information.

- Quote Follow-Up: Ensure all quotes are recorded accurately and followed up in line with business processes.

- Complaint Handling: Record delivery issues, process customer credit requests, investigate discrepancies, and find appropriate solutions.

- Product Promotion: Promote products and services, support marketing campaigns through customer calls.

- Housekeeping Duties: Manage ship schedules, update contact information, mark old accounts inactive, and maintain electronic paperwork.

- Liaison: Support internal and external customers across departments.

- Project Participation: Contribute to project development meetings and propose system/process improvements.

- Product Training: Participate in product training sessions as required.

- Cross-Training: Engage in cross-training across teams and departments, coach team members as needed.

- Personal Development: Take ownership of ongoing development and partake in relevant training.

- Adaptability: Show motivation and adaptability in a fast-paced, ever-changing environment.

- Customer Satisfaction: Complete customer satisfaction surveys and take ownership of customer aftercare.

- Sales Support: Act as an internal support arm to the external sales team, participate in bi-annual off-site visits, and build customer and colleague relations.

KPIs:

- Annually:

- Hazard reporting - 6 per year

- 2 customer visits/training (Microsoft Teams meetings applicable)

- Bi-Annually:

- See Incentive scheme

- STP - 97.5%

- Monthly:

- Credits vs invoices - 2%

- Fortnightly:

- Complaints over two weeks - 0

Person Specification:

Previous Work Experience:

- Experience in a customer service-focused environment.

Personal Attributes:

- Strong communication skills for informing, helping, and advising customers.

- Effective listening skills to understand customer requirements.

- Problem-solving abilities.

- Confidence, patience, tact, and diplomacy.

- Creative thinking for improving customer service standards.

- Ability to work well under pressure.

- Organisational and planning skills for developing customer service policies.

Skills & Abilities:

- Knowledge of customer service principles and practices.

- Proficiency in customer service software, databases, and CRM tools.

- Proficient in MS Office applications.

- Customer-focused mind set.

- Experience in external customer service delivery.

- Excellent written and verbal communication skills.

- Understanding of customer and product requirements.

- Knowledge of CRM systems.

Qualifications:

- Essential: Minimum GCSE level C/5 in Maths and English.

- ICS First Impressions

If this sounds like something you would be interested in, please submit your CV and I will contact you.

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