Customer Service Executive

Zero Surplus; Exning; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Zero Surplus is looking for a proactive customer service professional who will own the end-to-end order experience. You will work with Sales, Supply Chain, Warehouse and Finance to inform customers, manage queries, and assist with returns and invoicing.

The role emphasizes accuracy, communication, and continuous improvement within an international business. The position offers hybrid working with office days Monday to Wednesday and home-based work on Thursday and Friday, enabling ownership of

Qualifications

• Experience in customer service or customer operations, sales support or similar roles.
• Excellent communication skills and collaborative approach.
• Organised, detail-oriented and able to juggle priorities in a busy environment.

Responsibilities

• Process customer orders and monitor availability, progress and delivery dates.
• Respond to enquiries by phone and email with clear updates.
• Coordinate returns, credits and invoicing and resolve discrepancies.
• Flag stock shortages and delivery challenges with internal teams.
• Maintain customer/product records and support pricing information and reports.
• Use business systems to manage orders and identify process improvements.

Skills

Customer service

Order management

Communication

Teamwork

Tools

Excel

Sage

SAP/ERP

Job description

Are you a proactive, people-focused customer service professional who enjoys taking ownership and making things happen? This is an exciting opportunity to join an established, international business operating across consumer and professional markets, where great service, teamwork and continuous improvement really matter.

THE OPPORTUNITY

You'll play a key role in delivering a smooth customer experience, managing orders from initial entry through to delivery and helping resolve queries quickly and effectively. Working closely with Sales, Supply Chain, Warehouse and Finance colleagues, you'll keep customers informed, spot potential issues early and help ensure day-to-day operations run efficiently.

WHAT YOU'LL BE DOING

• Processing customer orders and monitoring availability, order progress and delivery dates.
• Responding to customer enquiries by phone and email, building strong relationships and providing clear updates.
• Coordinating returns, claims, credits and invoice queries, investigating discrepancies and following issues through to resolution.
• Working with internal teams to flag stock shortages, delivery challenges and customer requirements.
• Maintaining accurate customer and product records, supporting pricing information and producing sales or service reports.
• Using business systems to manage orders and information, while identifying opportunities to improve processes and service levels.

WHAT WE'RE LOOKING FOR

You'll bring experience in customer service, customer operations, sales support or a similar role, along with excellent communication skills and a confident, collaborative approach. You'll be organised, detail-focused and comfortable juggling priorities in a busy environment. Experience handling customer orders, returns or invoicing is useful, as is confidence with Excel and reporting. Experience with Sage is desirable, but not essential. Knowledge of SAP or another ERP system is equally relevant. In return, you'll have hybrid working, with office days Monday to Wednesday and the option to work from home on Thursday and Friday, alongside the opportunity to take ownership, contribute ideas and develop your skills within an international business.

Due to the location of the Cambridgeshire based office, this role is commutable from Cambridge, Bury St Edmunds, Newmarket, Ely, Saffron Walden, Thetford, Soham, Haverhill & Royston.

If this role sounds of interest,