Job Description

We are recruiting for a brand new Customer Services Executive with knowledge of the Business to Business market for our clients UK operation.

Full time, permanent role and they will offer a work from home option, upon successful completion of training and probation period.

They are looking for someone who has strong analytical and customer service team management experience.

Key Responsibilities

• Interact directly with customers, whether it be through phone calls, electronic communication, or face-to-face interactions.
• Ensure that all customer orders are managed in accordance with internal Standard Operating Procedures (SOPs) and customer vendor compliance.
• Handle and respond promptly to all general and order-specific customer inquiries.
• Customer database management - maintaining pricing and delivery information while generating necessary workflows, meeting deadlines and timeframes.
• Log details of inquiries, comments, and complaints, along with the actions taken to address them.
• Provide accurate pricing and delivery information to customers.
• Gather and assess all relevant information needed to address product and service inquiries.
• Effectively manage complex customer complaints and escalate them to the appropriate stakeholders for resolution.
• Provide feedback on the efficiency of the customer service process and identify areas for improvement.
• Prepare and distribute reports on customer activity.
• Liaise with internal and third-party stakeholders, including Sales, Planning, Logistics, and After Sales Support, to address customer queries.
• Ad Hoc duties as required from time to time.

Experience Required

In order to achieve the top salary for this opportunity you must have the following experience:

• Proven customer service experience across a range of business sectors
• Experience dealing with complex customer claims in a B2B environment
• Experience working with the logistics process and working cross functionally with transport and supply chain teams
• Excellent data entry, typing and analytical skills
• Excellent telephone manner
• Ability to communicate clearly and accurately at all levels
• Strong Ms Office Skills
• Excellent time management and goal orientated focus
• SAP knowledge is preferable
• Sales order processing with FOB experience ideal