Customer Service Executive

Essentra; Chichester; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Pension 5%

Life assurance

Discretionary bonus

25 days leave

Birthday day off

Volunteer day

Discounts

Cycle to work

Employee assistance

Job summary

Wixroyd, part of Essentra Plc, seeks a Customer Service Representative in Chichester to deliver high levels of service to customers and maintain our hassle-free customer journey. You will handle enquiries by phone or email, keep workloads prioritised, and work with the purchasing team to ensure smooth order progression.

The role requires strong communication, experience with sales order processing, and the ability to work under pressure in a busy office environment.

Qualifications

• GCSE English and Maths at grade C or above.
• Experience in customer-facing role preferred.
• Ability to handle high-volume sales queries and orders.

Responsibilities

• Proactively update customers on orders and delays.
• Process orders using the internal CRM system.
• Coordinate with purchasing to progress orders to distribution.
• Coordinate returns and credits for customers.
• Respond to customer queries within SLA.
• Handle live chat inquiries promptly and efficiently.
• Complete daily tasks as assigned by the rota.

Skills

MS Word/Excel

CRM systems

Phone & email support

Multitasking

Communication skills

Team player

Prioritisation

Attention to detail

Office software

Education

GCSE English & Maths (C)

Tools

CRM software

Microsoft Office

Job description

Would you like to be part of the UK's leading supplier of engineering components to the design and engineering industry? Wixroyd is one of the UK's biggest online engineering component suppliers and has gained a reputation for high quality, innovative products.

This move offers exciting opportunities for staff to work in a fast paced, dynamic work environment where an employee's hard work and commitment are recognised.

We believe in "Delivering a Range of Endless Possibilities" for our customer, our colleagues and the company. As a company we acknowledge the part we play in satisfying the needs of our team members and will do our part to support you.

The company has recently made significant investments in business systems designed to enable increased operational efficiencies and enable a digital centric sales strategy.

We are looking to recruit a confident and motivated person to join our customer services team.

The responsibilities of the Customer Service Representative include providing high levels of service to our customers and fostering our 'hassle free' approach to the customer journey.

The successful candidate will be self-motivated and pro-active in the role, whilst dealing with customer enquiries promptly via phone or email and be able to manage and prioritise workloads effectively.

Key Responsibilities:

• Proactively keeping customers updated on existing orders and advise of delays as necessary
• Processing orders in a timely manner on our internal CRM system
• Liaising with colleagues, mainly our purchasing team, throughout to ensure smooth progress of orders through to distribution
• Co-ordinating customer returns and credits
• Ensure all internal and external customer queries are responded to in the agreed time scales
• Respond to live chat enquiries promptly and resolve efficiently
• Complete daily allocated tasks as per the Customer Services Team rota

Required Skills & Experience:

• Computer Literacy in Microsoft Word, Excel and Outlook with the ability to learn bespoke systems and programmes
• Experience of sales order processing systems useful (full training on the job)
• You will be friendly and ambitious with an excellent telephone manner and communication skills
• You will work well under pressure and be able to keep up with a busy office atmosphere and enjoy working in a fast-pace environment
• You will be confident and approachable
• You will be able to deal with a large volume of sales calls/ customer queries
• You will be able to process Sales Orders on our internal CRM quickly, accurately and efficiently
• You will be flexible / multi- tasker
• Organised & Process orientated
• You will have the ability to know how to prioritise and deal with tasks as and when they come in
• You will be pro-active and detail conscious / orientated.
• Minimum grade C in English and Maths GCSE
• Previous experience of working in a customer facing/focused role (preferred)
• Experience in working in a B2B sales environment (desirable)

What we offer:

• Employer matched 5% pension contribution
• Life assurance
• Discretionary annual bonus
• 25 days annual leave plus bank holidays
• Extra paid day off for your birthday
• Paid day off for volunteering
• Employee discounts through MyDiscounts
• Cycle to work scheme
• Employee Assistance Programme
• Professional training contributions
• Calendar of wellbeing events

Hours of Work:

Our company operates on a two-shift basis (on-site) which rotates weekly, to ensure the best service for our customers.

Shift times are:

Week 1: Monday to Friday 08:00 to 16:30 and Week 2: Monday to Thursday 09:00 to 17:30. Every Friday 08:00 to 16:30

Daily breaks are 2 x 15 minutes and 1 x 50 minutes.

Wixroyd (part of Essentra Plc) is one of the UK's biggest online engineering component suppliers and has gained a reputation for high quality, innovative products.

Continued year-on-year sales growth has recently seen the business relocate to a purpose-built facility in Chichester, both the main distribution centre and new modern manufacturing now operate from the same location.

This move offers exciting opportunities for staff to work in a fast paced, dynamic work environment where an employee's hard work and commitment are recognised.

We believe in "Delivering a Range of Endless Possibilities" for our customer, our colleagues and the company. As a company we acknowledge the part we play in satisfying the needs of our team members and will do our part to support you.

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be requested at interview.