Customer Care Executive

2 months ago

Aylesford, United Kingdom Pineapple Contracts Full time

JOB TITLE:         Customer Care Executive

REPORTS TO:     Head of Customer Care

LOCATION:      Aylesford, Kent

WORKING HOURS: 8.00 am – 4.30pm, office based.

A bit about the role

We are thrilled to announce that we are looking for a Customer Care Executive. You will support the sales department and internal teams and be responsible for helping maintain relationships with customers by understanding their requirements and exceeding their expectations.

Some of the key responsibilities

  • Creating orders on the system, ensuring stock is available, and managing dates in line with set lead times.
  • Follow up with clients or the sales team for any outstanding detail holding orders back such as upholstery choices/official purchase orders/amended purchase orders.
  • Follow up on hold orders for reasons such as upholstery/official POs on a weekly basis – ensuring all orders have been updated with notes/email correspondence attached to orders.
  • Raising ‘Sample’ orders.
  • Stock checks for both orders and internal customers.
  • Creating new part requests / completing orders in the system once received.
  • Dealing with amendments to orders.
  • Dealing with delays to orders.
  • Emailing Sales Acknowledgements for orders.
  • Weekly contact with Customers, checking they are ready to receive their orders, if not managing order with workshop, delivery team.
  • Checking order's for all sales areas.
  • Managing the ‘orders’ inbox and distributing accordingly.
  • Running/distributing ‘on hold’ report on a daily basis.
  • Liaising with Purchasing on lead times.
  • Liaising with Workshop/Delivery Team.
  • Requesting new account set-ups and liaising with finance to ensure credit limits are set accordingly.
  • Ensuring all paperwork and dates on the order processing system are kept up to date.
  • Problem-solving and providing solutions for any customer complaints, queries, or delays.
  • Providing accurate updates to customers in relation to their order status.
  • Pass complete orders on to operations.
  • Overflow cover of order processing (holiday cover and high-volume/peak times).
  • Challenge our processes and always think of ways to improve them.
  • Taking incoming calls, distributing messages.  Assisting with Reception cover (ad hoc) duties (post/greeting visitors)
  • Handle incoming enquiries and deal with these or pass on to the internal or external team.
  • Answer lead time queries from clients.
  • Various administration tasks to support the Sales Team, and internal customers.

 

Requirements

  • Excellent IT skills with competent use of Microsoft Office.
  • Proven experience in a customer facing position.
  • Ability to prioritise urgent and important work over unimportant tasks.
  • Organised, with a sense of urgency.
  • Ability to cover for other team members when on leave or to relieve excessive workloads.
  • All orders to be entered into the system by 4pm every day.
  • Happy to work to tight deadlines. 
  • Excellent written and verbal communication skills
  • You embody our company people values:
  • Teamwork - Collaborate effectively with humility, appreciating and integrating individual skills and perspectives to achieve collective goals.
  • Committed - Dedicate yourself fully to your role, going above and beyond with self-motivation and loyalty to achieve individual, team, and company goals.
  • Ownership - Take full responsibility for your work, performance, and conduct, acting with integrity, staying organised, and learning from feedback and mistakes.
  • Positive - Approach tasks with optimism and innovation, viewing challenges as opportunities, and bringing energy and enthusiasm to inspire and motivate others.
  • Responsive - React quickly and effectively to needs and feedback, prioritising tasks with urgency, embracing change, and maintaining a proactive approach.

Why work for us

Pineapple is a leader in designing and manufacturing innovative furniture solutions for challenging environments. A family run company started in 1975, Pineapple is now a global business with headquarters in Kent (UK) and offices in France, Germany and the USA.

Pineapple still runs by its original ethos of creating mindfully designed furniture that not only works effortlessly and looks great but also helps foster a calm and supportive environment. Join Pineapple and be part of a team that is dedicated to making a difference through quality, innovation, sustainability and exceptional customer care.

Benefits

What we offer you

  • Proudly featured in The Sunday Times as one of the Best Places to Work 2024
  • Competitive pay
  • Pension scheme
  • Healthcare Cash Plan – You can claim for medical expenses, dentist or optical services, as well as access to 100s of deals and discounts
  • 23 days annual leave + UK bank holidays
  • Extra day’s leave for your birthday
  • Workplace nursery scheme
  • On joining we'll plant a tree in your honour
  • Regular team socials and events
  • Monthly pizza Friday
  • Fruit and snacks are provided daily
  • Employee referrals bonus scheme
  • Recognition of excellence/Employee rewards schemes
  • Company volunteering day
  • High quality office environment
  • Sustainability focused business
  • Free onsite parking / walking distance from train station

We are an equal opportunities employer. We welcome applications from all suitably qualified persons.

Agencies we know where you are if we need any support, thank you for your interest in working with Pineapple.

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