The 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.