Roberts Mart
Customer Service Executive
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Company Description
Roberts Mart is a leading independent flexible packaging manufacturer based in Leeds, UK, serving a wide range of sectors with reliable and innovative packaging solutions. Established in 1852 and still privately owned, the company is now run by the sixth generation of the Roberts family and operates across two sites with over 230 team members. Roberts Mart focuses on packaging designed for a circular economy, investing significantly in technology, processes, and people to deliver high-quality, cost-effective solutions. The company specializes in products such as collation shrink films, heat and cold seal films and papers, pre-made bags and pouches, paper products, frozen and chilled food films, lidding films, and technical films, offering varied opportunities for professional growth.
Role Description
The Customer Service Executive is a full-time, on-site role based in Knottingley. The role includes managing inbound customer inquiries by phone and email, providing product information, and offering support throughout the order lifecycle. Day-to-day tasks involve processing and tracking orders, coordinating with production, logistics, and sales teams, and ensuring accurate documentation and data entry into relevant systems. The Customer Service Executive will handle complaints and service issues, work to resolve them efficiently, and proactively follow up to maintain high levels of customer satisfaction. The role also includes maintaining strong relationships with key accounts, identifying opportunities to improve service processes, and contributing to continuous improvement initiatives.
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Qualifications
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- Strong customer-facing abilities, including Customer Service and Customer Support skills.
- Capability to focus on Customer Satisfaction through effective communication and problem resolution.
- Experience or aptitude in Customer Service Management, including handling escalations and coordinating with internal teams.
- Excellent Interpersonal Skills, with the ability to build rapport and work collaboratively across departments.
- Good written and verbal communication skills in English, with attention to detail in documentation.
- Competence using CRM systems and standard office software (e.g., email, spreadsheets, order processing tools).
- Previous experience in a manufacturing, packaging, or similar environment is beneficial.
- Ability to work on-site full time in Knottingley, managing multiple tasks and priorities in a fast-paced setting.
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