Customer Service Executive

2 weeks ago

Chippenham, United Kingdom White Horse Employment Full time

About the Role White Horse are proud to be partnering with a well‑established business experiencing continued growth across the UK and international markets. We’re seeking a Customer Service Executive who brings energy, empathy, and precision to every interaction. In this role, you’ll be the key contact for customers and distributors — ensuring every enquiry, order, and request is handled with care and efficiency. This is a great opportunity for someone who enjoys building strong relationships, thrives in a fast‑paced environment, and takes pride in delivering exceptional service. This isn’t just about answering calls or processing orders — it’s about becoming a trusted partner for customers, solving problems, and helping the business deliver on its promise of quality and reliability. Core Responsibilities Customer Support Provide timely, accurate, and professional assistance to customers. Respond to queries regarding orders, products, pricing, and stock availability. Build and maintain positive customer relationships through effective communication and follow‑up. Customer Satisfaction Promote a customer‑first culture and help drive continuous improvement. Monitor customer feedback to identify opportunities for service enhancement. Order & Returns Processing Ensure all orders and returns are processed accurately and efficiently within agreed service levels. Manage specialist order processes, including preparing commercial invoices and booking deliveries or collections. Proactive Sales Support Identify opportunities to upsell or cross‑sell during customer interactions. Encourage customers to increase order values and meet carriage‑paid thresholds. Customer Service Administration Complete daily administrative tasks, including invoice runs, EDI order monitoring, and backorder allocation. Support sales representatives with stock reports and customer requests. Maintain and update special pricing and website stock levels. Take payments securely over the phone and manage customer account transactions. Key Performance Indicators Order accuracy and processing time (under 60 minutes) Resolution of open enquiries Call handling efficiency Completion of daily and weekly operational checks Customer satisfaction (NPS score) Skills and Experience Previous experience in customer service, order processing, or sales support (preferably within a B2B environment). Excellent communication and interpersonal skills, both written and verbal. Strong attention to detail with the ability to multitask and prioritise effectively. Customer‑focused approach with a proactive and solutions‑oriented mindset. Confident using CRM, ERP, or order management systems (EDI experience beneficial). Package and Benefits 33 days’ paid holiday (including bank holidays and Christmas closure) Birthday day off Company‑wide bonus scheme Employer assistance programme Employer pension contribution (3%) Regular reward and recognition initiatives Supportive, collaborative, and ambitious team environment The ideal candidate will be organised, proactive, and committed to delivering high‑quality service that exceeds customer expectations. This role provides an engaging work environment where your communication skills can truly make a difference. Salary £24-26k #J-18808-Ljbffr

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