Customer Service Executive

Super**FOIL **Insulation is a leading innovator in the thermal insulation industry, dedicated to creating sustainable, award-winning products. With over 26 years of experience, we provide exceptional service to thousands of customers annually.

As a carbon-neutral company on the path to Net Zero, sustainability is at the heart of everything we do. Our family-run business, founded in 1997, produces over a million square meters of insulation each year, improving energy efficiency across the UK.

Join our dynamic team and help shape a more sustainable future through innovative and high-quality insulation solutions

**Position Agreement for**:
**Customer Service Executive**

**1. POSITION IDENTIFICATION**:

- **Title**: Customer Service Executive
- **Reports to**: Customer Service Supervisor, Customer Service Manager
- **Working With**: Customer Services Executives, Customer Service Team Leaders, Technical Services Executives

**2. RESULT STATEMENT**:
The customer service executive is responsible for generating sales, maintaining excellent customer relationships, and ensuring a smooth sales process. With a strong understanding of products and services, this role focuses on identifying potential leads, engaging prospects, and converting them into satisfied customers.

**3. ACCOUNTABILITIES & RESPONSIBILITIES**:
**Revenue Growth**:

- Understand and align activities with broader sales and marketing strategies.
- Meet or exceed weekly, monthly, quarterly, and annual sales targets as established by the customer service manager.
- Provide feedback and insights into market trends and customer preferences.

**Customer Satisfaction**:

- Positively address customer inquiries and concerns, ensuring high levels of satisfaction.
- Strive for positive feedback from at least 90% of interactions with potential and existing customers.
- Follow the sales process as set out by your manager/supervisor, ensuring each step is followed accurately.

**Technical Knowledge**:

- Possess in-depth knowledge of the company's products or services and convey their benefits accurately to potential clients.
- Exhibit proficiency in using company-prescribed sales tools, CRM systems, and software.

**Marketing**:

- Collaborate with the marketing team, utilizing sales collaterals and participating in campaigns as needed.

**CRM & Lead Management**:

- Ensure timely and accurate data entry into the CRM system, maintaining records of all interactions.
- Contact and engage with at least 95% of allocated leads within our targeted 8-hour SLA.
- Develop targeted communication strategies to engage and guide leads through the sales funnel.
- Achieve the agreed KPI targets as set out by your manager/supervisor, as per the Quarterly Target Agreement

**4. VALUES**:

- **We do great things together**: Engage actively in team projects, pooling together skills and resources to achieve collective goals. Recognize the value of individual contributions and promote a synergistic work environment to achieve exceptional results.
- **We are always improving**:Continuously seek opportunities for personal and professional development. Embrace innovative ideas and strategies, ensuring products, services, and team dynamics reflect the highest standards.
- **We find a better way**:Challenge traditional methods by exploring and implementing improved solutions. Encourage an open-minded approach, welcoming novel ideas that enhance efficiency and effectiveness.
- **We get things done**: Initiate and drive tasks to completion with diligence and responsibility. Address challenges head-on, ensuring consistent delivery and fulfilment of commitments.
- **We value everyone**:Treat all colleagues with respect, valuing their input and recognizing their unique contributions. Foster an environment where diverse voices are heard, acknowledged, and integrated into the team's collective success.

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

Pay: From £25,000.00 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Company events
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking

**Location**:

- Lincoln (preferred)

Work Location: In person