Customer Success Executive

'Recruiting for your future success’

£27.5k (plus bonuses) | Colchester (office based) | Mon-Fri 7:30-4:30 (office based) |25 days annual leave plus bank holidays | Opportunities for career development and professional growth | Training and support to enhance customer service and sales skills | Staff events

Our client are a supplier of consumable products to the Education Sector, who strive to provide an outstanding customer experience with an energetically engaged team, dedicated to putting the customer first in everything they do.

The Customer Success Executive is responsible for delivering exceptional service to customers by handling incoming orders and enquiries via phone and email. The role involves responding to customer needs in a timely and professional manner, ensuring their satisfaction and loyalty. Additionally, the Customer Success Executive will provide crucial administrative support to a dedicated sales team (sales bubble), enabling the salespeople to focus on outbound sales activities by managing back-office tasks and customer interactions.

Duties (include but are not limited to)

• Respond promptly to incoming orders, enquiries, and requests from customers via phone and email.
• Provide accurate information on products, pricing, availability, and order status.
• Ensure that all customer queries and issues are resolved in a professional, timely, and customer-focused manner.
• Process and track orders, ensuring all customer details are correctly entered into the system.
• Coordinate with other departments, such as logistics and accounts, to ensure seamless customer service.
• Serve as part of a sales bubble, providing essential administrative and operational support to the salespeople within the bubble.
• Assist with preparing sales reports, customer lists, and other documentation needed by the sales team.
• Follow up on customer orders, ensuring all necessary steps are completed for smooth delivery.
• Build and maintain strong relationships with clients, identifying opportunities to upsell or cross-sell additional products.
• Keep track of customer needs, preferences, and purchasing habits to provide personalised service and recommendations.
• Keep salespeople informed of any customer feedback, issues, or specific requests.
• Collaborate with other departments to ensure the timely fulfilment of customer orders.
• Continuously seek ways to improve customer service processes, order management, and communication workflows.

Person Specification

• Strong customer service skills, with the ability to handle enquiries and orders professionally and efficiently.
• Excellent communication skills, both written and verbal, with a focus on customer satisfaction.
• Highly organized and detail-oriented, with the ability to manage multiple tasks and priorities.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and ERP/CRM systems.
• Ability to work collaboratively with the sales team and other departments.
• Problem-solving skills, with the ability to resolve issues quickly and effectively.
• Not afraid to pick up the phone to identify opportunities to upsell or cross-sell additional products.
• At least 1 year previous experience in a customer service, administration / administrator / admin, or sales support role is preferred.
• Experience working in a fast-paced environment handling phone and email enquiries.
• Experience in making outbound calls to customers to identify opportunities to upsell or cross-sell additional products
• Familiarity with CRM systems and order processing software is a plus.
• High school diploma or equivalent; further education or qualifications in business or customer service is an advantage.

LIGHTHOUSE PERSONNEL LTD ARE A RECRUITMENT AGENCY WORKING ON BEHALF OF A CLIENT.

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.

If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our utmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.