Customer Experience Executive

evo; Derby; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic team as a Customer Experience Executive in a leading multi-channel business supplies distributor. This role focuses on maintaining and expanding customer relationships, ensuring their needs are exceeded through excellent communication and proactive service. You will engage with customers via phone and email, upsell products, and contribute to achieving sales targets while promoting a positive work environment. Be part of a company that values its people and offers flexible working, a supportive culture, and state-of-the-art IT equipment. This is a fantastic opportunity to grow your career in a thriving organization.

Benefits

Flexible Working

Pension Contributions

Cycle to Work Scheme

Employee Assistance Programme

State-of-the-art IT Equipment

Volunteer Days

Qualifications

• 2+ years experience in customer-focused roles.
• Proficient in Microsoft Office applications.

Responsibilities

• Service customer inquiries via phone and email.
• Achieve daily, weekly, and monthly KPIs.
• Proactively upsell products and services.

Skills

Interpersonal Communication Skills

Influencing and Negotiation

Customer Service Experience

Multitasking

Organizational Skills

Adaptability

Verbal Communication

Written Communication

Tools

Microsoft Office

Job description

These are full-time, office-based roles.

Summary of Role

The Customer Experience Executive will maintain and expand relationships within a portfolio of customers. Through a proactive and passionate approach, the Customer Experience Executive will ensure customer needs and expectations are exceeded and documented in accordance with company standards. The role requires excellent interpersonal communication skills, strong influencing and negotiation abilities, and the capacity to gather customer information and analyze industry and customer-specific data to create solutions.

The Responsibilities Include But Are Not Limited To

1. Service customer inquiries via phone and email to provide an excellent customer experience.
2. Meet and exceed business and department SLAs, from responding to queries to providing quotations.
3. Proactively upsell products and services to existing customers.
4. Identify new opportunities for products outside of contracted categories.
5. Utilize internal category representatives to support category growth.
6. Keep accurate databases of customer information and opportunities.
7. Promote relevant campaigns within the portfolio of accounts.
8. Use information systems to conduct trend and gap analysis.
9. Achieve daily, weekly, and monthly KPIs, as outlined by the Customer Experience Manager.
10. Meet monthly sales and GP targets for the channel.
11. Contribute to a positive working environment, promoting the company's core values and culture.

Skills, Knowledge, and Qualities Required

The Ideal Candidate Will Possess The Following

• At least 2 years' experience in a similar role is beneficial.
• Experience in a customer-focused telephony environment.
• Proficiency in Microsoft Office (Outlook, Word, Excel).
• Ability to multitask, organize, prioritize, and meet deadlines.
• Ability to work towards targets.
• Adaptability to change.
• Excellent verbal and written communication skills.

The Company

evo is a powerhouse of brands. The evo Group of Companies is the UK's and Ireland's largest multi-channel business supplies and services distributor. We operate a centralized distribution network with centers across the UK and Ireland, supported by regional cross-dock sites. Our logistics platform includes hundreds of own delivery vehicles, efficiently delivering essential goods nationwide.

We recognize that our people are at the heart of our culture here at evo. We are proud to employ over 2,000 people across our leading brands: VOW Wholesale, VOW Ireland, Banner, Complete, Premvan, Truline, and Staples.

The Benefits

• Flexible working
• Pension contributions
• Cycle to work scheme
• Employee Assistance Programme
• State-of-the-art IT equipment
• Volunteer days