We have a great new opportunity available with our successful and established client who are based in Bishop’s Stortford.

They are seeking a confident and experienced Customer Service Executive who has a proven background in dealing with customers who is also focused, with the ability to find solutions and think outside the box.

Good literacy and numeracy are also key, along with a professional and mature attitude.

The working hours for this role will be 9am – 5pm and initially you will be required to work remotely. Interviews will be conducted via Teams in the first instance.

Key objectives for the Customer Service Executive;

• Provide the customer with a seamless Customer Experience that aligns to the strategic intent of the business to be considered best in class for Customer Service
• The management of customer orders from receipt, to delivery and provide any after delivery care as needed.
• Deal with general enquiries and added value opportunities to support business growth.
• Support the resolution of any issues or conflicts relating to the customers managed in a timely and customer centric manner.
• Teamwork - provide support and cover within the team as needed.

Job Responsibilities;

• Receipt and appropriately action a customer’s purchase order, using the work instructions relevant to each stage of order entry, accurately entering the data on to the ERP platform.  Customer orders can be received via email, telephone, fax and via Account managers.
• Provide the customer with an order acknowledgement, providing an indicative lead time or delivery date, which continues to evolve throughout the order cycle so the customer is continually aware of their order status’.
• Daily monitoring and management of the sales orders assigned to you to ensure efficient progression and management of the customer orders.  Providing regular notifications to customers on their order status.
• When receipting a new customer order, contact them by telephone to introduce yourself and provide them an overview of what to expect.
• Managing customer special instructions and routinely checking their accuracy.
• Support to resolve credit issues that may arise when an order is placed.  The problems should be explained to the customer.  Act as a liaison with the Finance Team to assist credit related issues.
• Work closely with the Supply Chain Team to ensure that deliveries are made to the customer’s requirements.
• Progressing general enquiries from customers regarding stock availability and forwarding new leads / price requests.
• Coordination of customer issues via the Non-Conformance Log, such as non-delivery of orders, credit control, quality concerns with the appropriate personnel or department and developing with the customer to a satisfactory conclusion.
• Be a team player, providing support to you co-workers and holiday cover within the team as needed

If you have the relevant skills and experience for this role, please apply.