We are recruiting for a Customer Service Executive for one of our clients who are based in the the Harrogate area. Our client is one of the UK's leading manufacturers. They have been recognised for innovation and excellence within service. They have built strong relationships across the UK, based on trust and reliability.
The Customer Service Team is the first point of contact for all customers, this is a critical role in upholding an outstanding reputation and excellence in product management and delivery. Our client is known for a flawless, proactive customer experience, adding value to every interaction, both internally and externally.
As the Customer Service Executive, you will be responsible for managing all sales orders, inputting bespoke orders a cross a bespoke CRM system. You will ensure a proactive and friendly approach to customer iterations and communication via the telephone, identifying additional needs, market trends and building long lasting relationships.
If you come from a B2B client communication background and have experience with product sales and aftercare, then this could be a fantastic opportunity for you to explore. The client will provide specific product training and long-term carer development.
Key Responsibilities
- Act as a primary point of contact for internal and external customers, addressing all queries, complaints, and requests.
- Handle customer complaints and returns, recording them accurately in internal systems, and escalating serious issues to management.
- Proactively communicate any problems, such as delivery delays.
- Communicate effectively, both written and verbal, projecting a caring and customer-focused image.
- Make outbound calls to maximize value and efficiency for customers.
- Take full ownership and responsibility for managing customers' sales orders.
- Ensure all data input is accurate and up to date for high-quality management information.
- Analyse customer pricing, calculate costings and percentages.
- Maximize sales opportunities and deliver best practices to all clients.
- Take responsibility for performance against KPIs and call monitoring scores.
- Liaise with courier companies to ensure the best possible service.
- Serve as a dependable role model, avoiding negativity about customers, the company, policies, management, or colleagues.
Skills & Experience
- Customer Service/Sales background and experience.
- Strong administrative and process skills, with attention to detail (including grammar and spelling).
- Experience using a CRM system (training provided for our bespoke system).
- Experience in a phone-based role.
- Strong communication skills, with previous experience engaging with clients and customers.
- Ability to ask open questions and build relationships with clients.
- Experience working under pressure in a fast-paced role.
- Experience with internal and external stakeholders.