Customer Support Executive

3 months ago

Peterborough, United Kingdom VITTA Group Full time

**VITTA Group are looking for a Customer Account Executive to join our Sales team. Whilst we do offer flexibility we believe that this role will be most successful in its delivery with regular attendance to our office in Peterborough.**

**Do you have what it takes to be one of the VITTA Group team?**

We are looking for people who challenge themselves, to set goals, and go above and beyond what is strictly required of them in their role, to achieve these.

Our people passionately strive for excellence which you will see in their careful attention to detail. We are inquisitive and we like to understand, not just for the sake of more knowledge but to fuel our innovation in new products, services, and solutions for our customers. We call this resourcefulness, and a sense that perfection is only just good enough.

Our core values: Hungry, Humble, Smart, are at the heart of what we do and are easier to feel than to talk about. Show us these and we will enjoy having you on the team at VITTA Group

**What do we do?**

At its core, VITTA Group describe ourselves as the supply artery to life critical industries. We manufacture and supply scientific, laboratory and chemical products worldwide. VITTA Group is made up of 4 core divisions; VITTA Scientific, VITTA Education, VITTA Healthcare and VITTA Wholesale. Together we all work tirelessly to ensure life critical industries are supported with robust supply chains and world-class account management. VITTA Group is part of a group of businesses led by Specialist Health Solutions Ltd.

**What are we looking for in this position?**

The Customer Account Executive is focused on supporting customer accounts, margin enhancement, and the development of customer relations. The role will require you to take ownership of your accounts and have a deep understanding of the client’s current and future needs. The customer support executive will actively promote and educate accounts in transitioning onto the website.

**What will you do?**
- Handling inbound calls from your clients, understanding their requirements, and following them through.
- Sending order acknowledgements to clients on receipt of orders informing them of expected delivery timescale and notifying clients of any expected delays whilst they are waiting for their order.
- Understanding and obtaining the relevant certification requirements.
- Arranging lab waste collection and/or servicing as required.
- Overseeing our debtor status with each client and liaising with them to collect overdue debt.
- Process orders that are not submitted through the website.
- Transitioning tier 3 clients to ordering via the website to reduce ‘hands-on’ account management time.
- Provide seamless aftercare to any customer queries.
- Manage all tickets in Zendesk, ensuring that any tickets are responded to in a timely manner.
- Adherence to the company management systems and QHSES responsibilities as defined within the ‘overview and context of the organisation’ document.

**What will you need to have and do?**
- Always represent our Core Values: Hungry, Humble, Smart
- Drive outstanding account management.
- Give outstanding customer service experience coupled with minimising costs within the company.
- The ability to focus on finding and securing leads and qualifying them in a fast-paced environment despite distraction.
- The ability to communicate at all levels, adapting your own style where appropriate.
- Track record in building and maintaining strong working relationships with key stakeholders.
- Track record in personal task and time management with the ability to prioritise workload.
- Ability to work well under pressure.
- Good observation skills, attention to detail and initiative to build a strong customer knowledge and understanding.
- A methodical working ethic and ability to work closely with other teams to achieve a desired outcome.
- A passion in the products and services offered and a determination in your approach to gain new business.
- A confident approach and ability to discuss sensitive issues.
- Strong communication and organisational skills.
- Ability to delivery on sales activity KPI’s
- Essential
- Experience in a similar role
- Desirable - A passionate interest in the Scientific and/or Education industry

**What will you get?**
- A competitive salary
- 25 days holiday + bank holidays
- Commitment to your Personal & Professional Development
- Contributory Pension

Most of all you will be a part of the VITTA Group Family, who are a team of motivated and inspiring individuals wanting to play their part in changing the industry and making a difference. VITTA Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

**Ready to apply?**

**Salary**: £23,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Health & wellbeing programme
- On-site parking
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Ability to commute/r

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