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CUSTOMER SERVICE EXECUTIVE
The Customer Service Executive supports the day-to-day delivery of a responsive and reliable customer experience, handling a wide range of incoming enquiries and providing accurate information to customers and colleagues.
This role focuses on customer-facing communication—answering questions, resolving issues, and making sure queries are followed through effectively across departments.
Key Responsibilities
- Handles customer service calls, providing helpful and informed responses or escalating as appropriate.
- Log, investigate, and follow through on customer complaints, ensuring timely resolution and clear communication throughout.
- Coordinate the dispatch of product samples and trial requests, including entering sample orders into the system and updating relevant records in HubSpot.
- Manage stock transfers for sample activity within Orderwise, ensuring accurate tracking and reporting.
- Complete supplier and product information forms received from existing or prospective customers.*
- Maintain pricing and account data by updating customer tiers, special pricing, and discounts in the ERP System (Orderwise) once approvals are received.
- Create new customer accounts in Orderwise in line with agreed processes and approvals.
- Generate and distribute the regular back-order report, ensuring internal teams have visibility of outstanding customer orders.
- Process large or exception orders submitted via customer portals, ensuring accuracy and alignment with agreed terms.
- Manage the shared sales support inbox, ensuring emails are reviewed, prioritised, and actioned or passed to the relevant team.
- Review and qualify customer website enquiries submitted through HubSpot, identifying genuine leads or service requests.
- Support the order team during busy periods, including speaking to customers to offer alternative product suggestions or upsell where stock constraints apply.
Skills & Experience
- Strong communication skills, both written and verbal, with the ability to build rapport with customers and internal teams.
- Confident using IT systems and able to learn new platforms quickly; experience with Orderwise, HubSpot, or similar systems is an advantage.
- High attention to detail and accuracy, particularly when entering or updating customer and order information.
- Well organised and able to manage multiple tasks and priorities in a fast-paced environment.
- A problem-solving approach and the confidence to follow up on queries until resolved.
- Comfortable working both independently and as part of a team, with a positive, adaptable attitude.
- Previous experience in a customer service, sales support, or administrative role is beneficial but not essential - training will be provided.
- A willingness to support other teams and take on a variety of responsibilities as the business requires.
We are committed to building a diverse and inclusive team that reflects the communities we serve. We strongly encourage applications from women, people of color, LGBTQ+ individuals, people with disabilities, and members of other underrepresented groups. Your unique perspective and experience are valued here — if you’re excited about this role but don’t meet every requirement, we still encourage you to apply.Please send your CV and cover letter to
[email protected]
