Senior Customer Service Executive

5 months ago

Witney, United Kingdom The Purely Recruitment Company Ltd Full time

**Who will I be working for?**

Our client is a fast-growing, award winning SME, that sell an innovative solution through a range of direct and indirect sales channels.

**What will I be doing?**

Our client is looking for a team member who has a passion for customer satisfaction. Working in the Customer Fulfilment Team, you will be driven by the desire to provide best in class service for all customers. You will be working closely with the Sales and Operations teams, as well as suppliers to fulfil all customer product deliverables (full product orders and spares).

**Main duties and responsibilities**:

- Proactively ensure orders are processed accurately through ERP and in accordance with defined processes, set SLA’s and Key Account delivery schedules.
- Raise new purchase orders with OEM’s and provide pro-active order updates to all customers.
- Reply to queries in a friendly, professional, timely and efficient manner at all times.
- Address and resolve post-order queries or actions regarding payment, shipping, stock allocation, invoicing, and delivery.
- Represent Customer Fulfilment Service in daily stand-up team meeting.
- Manage Buffer inventory levels in line with demand patterns to minimise customer delivery risk.
- Proactively seek and initiate process improvements.
- Handle incoming customer enquiries and provide responses by utilising the appropriate departmental expertise.
- Provide SFDC reports for the management team (Open orders, OEM OTIF, Invoiced Sales) to feed monthly business performance KPIs.
- Order escalation management and communication with key stakeholders.
- Handle and report customer complaints and gather customer feedback for continuous improvement initiatives.
- Support controlled documentation in line with the QMS strategy.

**What skills and experience are required?**
- Experience working under pressure in a high-volume environment while maintaining standards in productivity, quality, and service.
- Must be organised, detail-oriented and proactive, with an aptitude for process optimisation.
- Strong interpersonal skills and articulate both in verbal and written communication.
- Proficient user of IT systems, including MS Office.
- Working knowledge of SalesForce an advantage.
- Ability to make sound decisions with a strong sense of urgency.
- Passion for providing exceptional customer service.
- A positive and team-oriented attitude
- Previous customer service experience will be considered advantageous.
- Ability to establish and build strong communication with other departments and customers.

**What else do I need to know?**

This is a permanent, full-time role. Initially this position will be based in the office 5 days a week, but there will be flexibility once training is completed.
- Auto enrolment pension scheme.
- 25 days holiday (plus public holidays).
- Cycle to work.
- Enhanced maternity/paternity.
- Sponsorship of professional qualifications, training, and professional development.
- Being part of a passionate team making a difference.

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£34,000.00 per year

Work Location: In person

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