Customer Service Executive

Zeus Packaging

Biggleswade

On-site

GBP 20,000 - 28,000

Full time

14 days+

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Job summary

A packaging solutions company is seeking a Customer Service Executive in Biggleswade. This role involves supporting a high-performing sales environment by managing customer orders, inquiries, and relationships effectively. The ideal candidate will have excellent communication skills and a strong customer service background. You'll ensure a seamless customer journey from quotation to delivery and proactively identify sales opportunities. This position reports to the Head of Customer Experience and may require additional hours as needed.

Qualifications

Excellent verbal and written communication skills.
Flexibility in approach and capable of prioritising work streams.
Excellent planning and organisation skills.

Responsibilities

Process customer orders and enquiries via telephone and email.
Deliver a smooth customer journey from Quote to Invoice.
Investigate and resolve customer queries and complaints.
Maintain accurate customer records and account information.
Identify opportunities for upselling and cross-selling.

Skills

Verbal and written communication skills

Attention to detail

Intermediate computer skills (Excel, Word, Outlook)

Customer service attributes

Critical thinking and problem-solving skills

Education

Minimum level 2 (GCSE qualification level) in Maths and English

Tools

SAP

Job description

The Customer Service Executive plays a key role in supporting a high-performing sales environment, working collaboratively with Operations, External Sales, Finance, and Procurement.

The postholder will deliver an exceptional customer experience, demonstrating a strong ability to understand customer needs and provide timely, effective solutions.

This role provides comprehensive sales and customer service support to customers via telephone and email. The successful candidate will be allocated specific sales areas within the business, supporting multiple External Sales Consultants and fostering strong, long-term customer relationships through a consistent, customer‑centric approach.

While primarily responsible for ensuring a seamless customer journey from quotation through to order, delivery, and invoicing, the role also includes proactively identifying opportunities to upsell and range sell, communicating promotional activity, and supporting effective price maintenance for key customers.

PRINCIPAL RESPONSIBILITIES

Prioritise and process customer orders and enquiries received via telephone and email.
Deliver a smooth end‑to‑end customer journey from Quote → Order → Delivery → Invoice.
Investigate and resolve customer queries and complaints promptly and professionally, including late deliveries, incorrect orders, or faulty products.
Maintain accurate and detailed customer records, including pricing updates, special instructions, and account notes.
Liaise closely with Supply Chain, Finance, and Operations teams to coordinate collections, manage delivery requirements, and fulfil ad hoc customer requests.
Work collaboratively with allocated Sales Consultants to drive positive sales performance within your designated sales area.
Proactively identify opportunities to increase sales through upselling, cross‑selling, and promotion of new products and services.
Monitor product availability and communicate restock requirements or order issues to the Supply Chain team.
Assist the Finance department with credit hold queries, account reconciliations, and other accounting‑related customer enquiries.
Communicate proactively with customers regarding order progress, delays, or delivery amendments.
Accurately log all customer interactions and maintain up‑to‑date account information, ensuring data can be retrieved for reporting and management analysis.
Address customer enquiries regarding new products, services, pricing, and promotions.
Contribute to overall business performance by increasing customer satisfaction and supporting revenue growth.

SCOPE OF POSITION

The role does not have line management responsibility and will report to the Head of Customer Experience.

The postholder may be required to work additional hours, where necessary, to fulfil the responsibilities of the role and support business requirements.

LOCATION

This position is located at our site in the UK Head Office in Biggleswade.

PERSON SPECIFICATION

Key Skills

Excellent verbal and written communication skills
Keen attention to detail and adherence to procedures and deadlines
Computer skills including Excel / Word / Outlook – Intermediate level is a minimum
Knowledge of SAP is an advantage

Knowledge and Experience