Customer Service Executive

Location: Staines, Surrey

Role Overview: As a Customer Service Executive, you will be an integral part of the team. You will be in direct contact with international customers daily, acting as a critical liaison for the business teams. In this role, you will work in partnership with Sales, Supply Chain, Planning, and Logistics partners to ensure customer satisfaction.

Key Responsibilities:

• Manage and execute the order to cash process with operational excellence.
• Operate as the 'Point of Contact' for the appointed customer portfolio (external/internal).
• Process customer orders according to policies and manage through delivery.
• Actively monitor open orders to ensure delivery to customer satisfaction.
• Interact with customers proactively upon disruptions in the OTC process (e.g., material availability, transportation issues) and drive resolution.
• Monitor monthly forecast consumption by proactively managing customer order patterns and addressing issues to the demand/S&OP interface.
• Ensure proper documentation and compliance for export orders.
• Develop and maintain solid business relationships with customers to understand their business needs and expectations.
• Interact with the broader internal and external network, including Sales, Supply Chain & Planning interfaces (S&OP, demand, warehousing, logistics), and 3rd party service providers to meet required customer experience levels.
• Initiate and process customer complaints in line with the complaint management process, including follow-up on potential returns, internal progress, and closure of the complaint with the customer.

Qualifications and Skills:

• Strong communication skills with a customer-focused mentality.
• Ability to multitask in a dynamic business environment.
• An eager-to-learn attitude and openness to change.
• A can-do mentality with excellent problem-solving skills and an analytical mindset.
• A friendly team player and an autonomous individual contributor.
• Navision / Business Central knowledge is a plus.
• Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).

What they Offer: 

• Salary: £34,000 per annum
• Private health insurance
• Company pension
• Death in service insurance
• Discretionary bonus dependent on company profitability
• Holidays (25 days per year) pro-rata’d for mid-year start