Customer Experience & Order Excellence Specialist

Hydrogen Group; Chelmsford; On-site; GBP 27,000 - 36,000; Full time

Job summary

Hydrogen Group is seeking a Customer Service Executive to support the Customer Services Manager and team, ensuring a first-class experience. You will manage orders, liaise with Sales, and support key accounts to meet customer requirements and timelines.

You will work closely with Operations, Supply Chain, Credit Control and Logistics to resolve issues, improve processes and deliver accurate, responsive service across international customers.

Qualifications

• Experience in customer service or order management within manufacturing.
• Process-oriented mindset.
• Strong communication and relationship-building skills.
• Able to work to tight deadlines and prioritise workload.

Responsibilities

• Build and maintain strong relationships with external customers and ensure enquiries are handled promptly and professionally.
• Collaborate with Operations, Supply Chain, Credit Control, Trade Compliance and Logistics to meet customer requirements.
• Identify and remove issues or delays that may affect the customer experience.
• Advocate for the customer and communicate needs internally.
• Coordinate with the Sales team to process and book orders promptly and accurately.
• Support management and development of key customer accounts.
• Identify improvements to Customer Service processes and procedures.
• Provide cover for the Customer Services Manager when required.
• Assist with ad hoc Customer Service projects and other duties as required.
• Maintain high standards of customer service, accuracy and responsiveness.

Skills

Customer service

Order management

ERP systems

SAP

CRM systems

Excel

Communication

Process improvement

Time management

Team player

Tools

SAP

CRM

Job description

Hydrogen Group is seeking a Customer Service Executive to support the Customer Services Manager and team, ensuring a first-class experience. You will manage orders, liaise with Sales, and support key accounts to meet customer requirements and timelines.

You will work closely with Operations, Supply Chain, Credit Control and Logistics to resolve issues, improve processes and deliver accurate, responsive service across international customers.