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.

THE JOB

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

• 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 cultur