Customer Service Executive

Ellis Mason are working with a highly regarded business in Henlow to assist them in recruiting a new CUSTOMER SERVICE EXECUTIVE (or Sales Administration Executive). The role involves taking anything from 25 to 70 calls a day and will involve the full sales administration process for each order. 

N.B. PLEASE NOTE THAT DUE TO ANNUAL LEAVE, APPLICATIONS WILL BE LOOKED AT W/C 02/06/25

The company are small, friendly and very respected business in the area. They have been running for a long time and have solid customer and supplier relationships.  They have a great atmosphere within the office and the most of their staff have been there for a long time. This is not a call centre role and will involve handling different enquiries every call. 

The  CUSTOMER SERVICE EXECUTIVE is a busy role and would suit someone who can keep up with the pace of the call numbers as well as being organised with the paperwork that comes with each order. You will need to be able to prioritise and multi-task and like with many small companies, you will need to be willing to muck in with whatever they need help with. Attitude and person fit is very important to them. 

The  CUSTOMER SERVICE EXECUTIVE  role will require some relevant work experience within customer services and ideally order management, however as long as you have a minimum of 2-3 years experience, they are open to how much experience people come with. 

You will be working in a small team with three others and personality fit is very important to them as they have been working together for several years and have a created  warm, friendly and communicative environment. 

• Salary up to £28,500 per annum, dependent on experience
• Monday to Thursday office hours of 9am - 5pm, with a Friday finish of 4pm. On a permanent, full-time basis
• 25 days holiday  ( a few to be kept for Christmas shut down)  - plus the 8 bank holidays
• Government pension scheme
• Free on-site parking

The main duties included within the role of the  CUSTOMER SERVICE EXECUTIVE , are:

• Handling incoming customer calls (could be 25 a days in a quieter period and up to 75 a day in a busy period)
• Being the point of contact for suppliers throughout the full order cycle
• Offering product advice and support, pointing out places where the customer can view the items
• Offering solutions to customer enquiries, including quotations,  handling any delivery issues and potential complaints
• Placing live orders with customer, whilst they are on the phone 
• Handling any e-mailed orders and communicating with both customers and suppliers via e-mail
• Managing the full order process from the minute the order is entered, all the way through the delivery process and to after-sales care
• Maintaining the customer database using Sage, ensuring that all information is kept accurate and up to date
• Handling bespoke requests that require more detail and accurate price quotes
• Taking payments over the phone using the online payment platform
• Answering the door to potential customers that wish to look around the showroom. Guiding them around and discussing products. 
• Raising supplier purchase orders
• Working with the internal purchasing team to discuss potential stock delays and to gain delivery lead time on orders
• Learning and retaining their vast catalogue of product details. The items are technical and and you will need to learn fitting procedures and regulations
• Understanding measurements and accurately discussing these with both customers and suppliers as it is imperative that these are taken and quoted correctly
• Offering trouble-shooting advice to customers that are experiencing difficulties in set-up. Potentially booking in technical checks or coordinating replacements if unsuccessful
• Being confident in selling the the features of the products if the customers are looking for information on potential purchases
• Assisting in other ad-hoc duties as is such within a small company culture