CUSTOMER SUPPORT EXECUTIVE

As a Customer Support Executive, you will act as a key point of contact between customers and internal teams, ensuring a smooth and positive customer experience. You will oversee the end-to-end order process and provide timely, accurate responses to customer enquiries. This role requires excellent communication skills, strong attention to detail, and a collaborative approach to support internal departments and maintain high standards of service.

CUSTOMER SUPPORT EXECUTIVE PREFERRED QUALIFICATIONS & REQUIREMENTS

• Bachelor’s degree or equivalent work experience preferred.
• Minimum of 2 years’ experience in a customer service or sales support role, ideally within a technical or manufacturing environment.
• Proficiency with MS Office Suite; ERP system experience essential, with CRM knowledge (Business Central / Dynamics 365 preferred).
• Excellent telephone and email etiquette.
• Strong verbal and written communication skills with a customer-first approach.
• Detail-oriented with the ability to manage multiple priorities under tight deadlines.
• Team-focused, proactive, and able to work independently.
• Strong problem-solving ability and adaptability in a fast-paced environment.

Customer Support Executive Benefits & Hours of Work

• Salary: up to £30k - £35k (DOE)
• Hours of work: Mon to Fri 830AM to 430PM
• Free onsite parking
• Life Assurance & Employee engagement events
• Health Cash Plan
• Salary sacrifice
• Pension - employer contribution 4%

• Coordinate with international customer service teams across different time zones (e.g. US, UK, Germany) to deliver seamless support and consistent communication for global customers.
• Accurately process and enter customer orders into the ERP system, ensuring correct pricing, lead times, and terms.
• Issue order acknowledgements within agreed service levels and proactively update customers on order status.
• Maintain accurate and up-to-date customer information within the ERP system (Business Central preferred).
• Record and track customer interactions, open issues, and follow-ups within the CRM system to support sales and service strategies.
• Provide professional and prompt support via email, telephone, and online chat, from quotation through to post-shipment assistance.
• Prepare spare parts quotations and conduct timely follow-ups to secure sales opportunities.
• Work closely with Regional Sales Managers to share updates, escalate issues, and align on customer needs.
• Collaborate with Application Engineers to verify technical specifications and finalise order documentation.
• Coordinate with Operations (Planning, Production, and Logistics teams) to monitor stock levels, manage lead times, and ensure on-time delivery.
• Liaise with the Engineering team to ensure new items are correctly set up and orders are technically accurate for release.
• Generate internal status reports and contribute to continuous improvement of customer service processes.
• Log customer claims in line with the established claims process, ensuring accurate documentation and timely resolution.
• Undertake additional responsibilities and provide cross-functional support as required.