Customer Service Executive

at  The Delta Group

Location: The role will initially be based at Unit 25, I.O. Centre, Lea Road, Waltham Cross, Hertfordshire EN9 1AS and move to Bishop Stortford CM23 4AS (permanent site) once operational

KNOWLEDGE, SKILLS AND EXPERIENCE

• Understanding of Customer Service Expectation
• Excellent communication skills, both internally and externally
• Excellent organisational skills
• Able to multi-task and prioritise own work
• Accuracy and attention to detail
• Ability to work under pressure and to tight deadlines
• Experience of direct client communication
• Able to act on own initiative and possess a ‘can do attitude’
• Have a proven track record of delivery
• Strong MS Office skills, especially Excel
• Create schedules and distribute to all parties involved in a project
• Collaborate with Delta departments on production and print requirements

ROLE OVERVIEW

The Customer Services Executive works as part of Delta Group’s Customer Services Team in assisting clients with delivering POS materials, fulfilling campaign orders, managing library stock and maintaining the platforms and systems that supports these services.
The Customer Services Executive will be a hybrid role based at D25, working with teams throughout Delta Group as well as with clients and their outlets, communicating by phone, e-mail and other messaging platforms (including Zendesk), to receive orders and resolve customer enquiries. Other duties such as making outgoing calls and client specific admin tasks are required. In all relationships and communications the Customer Services Executive reflects the company’s professional image at all times.

KEY RESPONSIBILITIES

• Update & circulate dashboards to report campaign and library performance
• Become familiar with the client, their marketplace, campaigns and requirements
• Maintain internal and external relationship with the client and their Delta contacts
• Invoicing of client accounts within specified timeframes
• On-boarding new store openings into the business
• Establish a high level understanding of the management systems i.e. Workstream & MPDo
• Identify and flag urgent and high profile orders and requests
• Resolve queries, escalating appropriately when required
• Support the team with knowledge and experience helping resolve issues
• Help colleagues manage their workloads
• Maintain the integrity of processes
• Propose improvements to ways of working
• Ensure relevant client contractual SLAs and KPIs are met or exceeded
• Any other reasonable duties as instructed by your Line Manager / Director