Customer Service Executive

**Job Title**:Customer Service Executive**

Department: Client Services

Reports To: Client Services Manager

Site: C73, Stoke

**Purpose of the Role**

To support the Customer Service Manager in delivering exceptional service to our clients by managing day-to-day communication, order processing, and relationship management. This role works closely with both internal operations and external stakeholders to ensure timely and accurate order fulfilment in line with agreed service level agreements (SLAs).

**Key Internal & External Relationships**
- Internal: Operations Team, Account Management, Warehouse Staff
- External: Clients, Couriers, and Third-Party Vendors

**Core Responsibilities**:

- Coordinate daily with the operations team to ensure efficient fulfilment of orders
- Monitor order volumes versus stock availability and proactively communicate with clients
- Adjust customer orders in collaboration with the Customer Service Manager when required
- Track and manage backorders, ensuring prompt resolution
- Assist with dispute resolution to deliver timely and professional responses to client issues
- Handle return and refusal management processes
- Identify and implement continuous improvement initiatives within the customer service function
- Support Operations Team with forecasting from clients to manage effective planning processes
- Track delivery schedules and ensure orders are dispatched and delivered in accordance with SLAs

**Skills and Qualifications**
- Essential: Previous experience in a storage and fulfilment or logistics environment
- Strong communication and client relationship skills
- Ability to standardise and improve service delivery across accounts
- Proven ability to work effectively in a fast-paced and changing environment
- Experience mentoring, coaching, and developing colleagues
- Strong analytical and critical thinking skills, with the ability to interpret data and drive actionable insights
- Proficient in using warehouse management systems, Excel, and order tracking platforms
- Previous experience of using Salesforce would be highly desirable

**Account Management Responsibilities**
- Track client performance and service metrics to identify areas for service improvement
- Prepare monthly reports outlining client activity, issues, and trends
- Collaborate with the Customer Service Manager to proactively address any service concerns
- Maintain regular contact with clients, particularly those identified as “at risk,” and work with the Client Services Manager and Head of Operations to resolve any service issues. Ensure each client is contacted at least fortnightly

**New Business Support**
- Support the onboarding process for new clients by delivering exceptional initial customer service
- Work closely with management to ensure smooth integration of new accounts

**General Responsibilities**
- Promote and encourage the use of technology to enhance customer service and order tracking
- Commit to personal development and actively seek opportunities to improve knowledge and skills
- Ensure the safety, security, and integrity of all company assets
- Immediately escalate any business or employee-related concerns to a Director

**Personal Attributes**
- Customer-focused with a proactive and solution-oriented mindset
- Highly organised, detail-oriented, and dependable
- Able to work under pressure and manage multiple priorities
- A collaborative team player with strong interpersonal skills

This position offers an excellent opportunity to be part of a growing fulfilment business committed to service excellence, continuous improvement, and customer satisfaction.

Pay: £26,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 01/07/2025
Reference ID: CSE - Stoke
Expected start date: 07/07/2025