Customer Service Executive

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

The Customer Service Executive will provide support to the Customer Services Manager and the wider Customer Service team, helping to ensure the delivery of a first-class customer service experience. The role will be responsible for managing customer orders efficiently and accurately, ensuring orders are processed promptly and working closely with the Sales team to support customer requirements.

The Customer Service Executive will also support the management and development of key customer accounts, while identifying opportunities to improve processes, increase efficiency and enhance the overall customer experience.

Key Responsibilities

• Build and maintain strong relationships with external customers, ensuring enquiries are handled promptly and professionally to encourage customer satisfaction, loyalty and repeat business.
• Work closely with internal teams including Operations, Supply Chain, Credit Control, Trade Compliance and Logistics to ensure customer requirements are met effectively.
• Work collaboratively across functions to identify and remove issues or delays that may negatively impact the customer experience.
• Act as a strong advocate for the customer within the organisation, ensuring customer needs and expectations are clearly communicated internally.
• Work closely with the Sales team to ensure customer orders are processed and booked promptly and accurately.
• Support the management and development of key customer accounts.
• Identify and recommend improvements and simplifications to Customer Service processes and procedures.
• Provide cover and support for the Customer Services Manager when required.
• Assist with ad hoc Customer Service projects and undertake other duties as required by the Customer Services Manager.
• Support the wider team in maintaining high standards of customer service, accuracy and responsiveness.

Skills & Experience

• Experience working in a Customer Service or Order Management role within a manufacturing organisation, ideally in a complex and international environment.
• A continuous improvement and process-oriented mindset.
• A strong commitment to delivering excellent customer service and a high-quality customer experience.
• Strong communication, influencing, negotiation and relationship-building skills, both verbally and in writing.
• Experience of working to tight deadlines and the ability to prioritise workload effectively under pressure.
• Advanced experience of working with ERP and CRM systems, such as SAP or equivalent, from a Customer Service perspective.
• Extensive knowledge of Microsoft Excel and good working knowledge of Microsoft Office applications, including Outlook, PowerPoint and Word.
• Strong analytical skills with excellent attention to detail.Highly motivated, flexible and able to work with a high level of autonomy.
• A strong team player with the ability to work independently.