REQUIRED VALUES, SKILLS & COMPETENCIES

Qualifications: No formal qualification required, proven experience in a customer services role desirable.
Experience: Proven and demonstrable experience in customer services, managing a workload independently, remaining customer focused and providing a proactive attitude to problem-solving.
Skills and Competencies: high standard of computer literacy needed, with proficiency in Microsoft Office. Strong written and verbal communication required.
Attitudes & Behaviours: Collaborative attitude needed, with a willingness to learn and take on new responsibilities and prioritise the customer.
Working Characteristics: Strong self-organisation and time management, able to effectively prioritise to manage shifting needs and achieve deadlines.

PURPOSE

To deliver exceptional customer service while actively contributing to sales growth and operational efficiency. This role supports the wider business through proactive customer engagement, accurate order processing, and collaborative teamwork. In addition to sales responsibilities, the Customer Service Executive provides vital support in administration, route planning, and other reasonable tasks that ensure smooth day-to-day operations and a positive customer experience.

KEY RESPONSIBILITIES

Sales and Customer Engagement:

• Make proactive calls to generate repeat and new business, maximising sales and margin through product recommendations and promotions.
• Support account development in collaboration with the external sales team.
• Accurately process customer orders and maintain records of interactions.

Customer Services:

• Respond to customer queries and issues promptly and professionally, ensuring follow-up and resolution.
• Maintain effective communication with internal teams (e.g., operations, stock control, credit control) to ensure high service levels.
• Manage out-of-stock situations by liaising with purchasing and updating customers.

Support and Administration:

• Assist with route planning and coordination to support delivery efficiency.
• Provide administrative support including data entry, reporting, and documentation.
• Participate in cross-functional projects and initiatives as needed.

General Duties:

• Undertake any other reasonable tasks as directed by the Customer Service Manager to support business operations.