Customer Service Executive

Job Purpose

  • To provide exceptional customer service to ensure customer safety.

Person Specification

  • Empathetic & Totally customer service focused
  • Upselling and supporting the sales team
  • Self-motivated and enthusiastic to hit targets
  • Always looking for opportunities to continually improve personally and as a company
  • Educated to a minimum of GCSE (or equivalent) in English and Maths
  • Good communication skills in both Written and oral communications.
  • Intermediate computer skills including MS Office and CRMs.
  • Able to build and maintain strong relationships with customers and Team
  • Able to network
  • Good organisation and planning skills
  • Ability to perform under pressure
  • Attention to detail
  • Reliable, flexible and Punctual
  • Preferably to have additional language skills

Key Accountabilities

  • Pro-active and reactive customer service and sales calls
  • Maintaining the CRM to a high degree of accuracy
  • Process orders with high levels of attention to detail
  • Booking Surveys for Field reps
  • Building and maintaining strong relationships with customers and Team members
  • Attend and represent the company at exhibitions
  • Complaint Handling
  • Booking returns with courier
  • Export Admin
  • Assist customers via Omni channel including Web Chat.
  • Any other requirements that meet the needs of the business

Measurements / Deliverables:

  • Processing orders on the same day as they are received
  • Delivering exceptional customer service to every customer, every time.
  • Contribute towards monthly sales target by converting sales orders
  • Handling customer enquiries in line with KPIs

General and Specialist Knowledge

  • Desirable: Experience with export documentation and processes
  • Desirable: An understanding of Health and Safety

Qualifications (Essential/Desirable)

  • N/A

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