Customer Service Executive

Liquidline; Ipswich; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Annual leave

Bank holidays

Bonus scheme

Sick pay

Parental leave

Pension

Health plan

Wellbeing platform

Employee assistance program

Lunch on Liquidline

Job summary

Liquidline is a fast-growing, family-owned coffee solutions provider serving UK and Ireland businesses. The Customer Service Executive will deliver first-class care, answering queries by phone and email, and resolving issues promptly while maintaining accurate records.

You will work with the team to provide WOW experiences, handle orders, payments and post-delivery support while learning product releases and using Eagle CRM. A positive, can-do attitude and strong communication are essential.

Qualifications

• Minimum of one year of experience in B2B customer service.
• Good working knowledge of MS Office including Outlook and CRM system (preferable).
• Excellent written and verbal communication skills.
• Proven ability to manage and prioritise a heavy workload.
• Excellent email writing with professional templates.

Responsibilities

• Answer a variety of customer queries via phone and email.
• Investigate and resolve customer queries/complaints quickly and effectively.
• Maintain thorough and accurate customer records via Eagle.
• Log call cases for machine breakdowns and maintenance.
• Resolve delivery issues (missing parcels, back orders, delays).
• Process card payments for low value invoices.
• Process orders by phone, email and web before next day delivery cut-off.
• Complete ad hoc administration tasks including quality concerns and invoice disputes.

Skills

B2B customer service

Outlook

communication

workload prioritisation

email writing

calm under pressure

customer service mindset

quick system learning

telephone etiquette

Tools

MS Office

CRM system

Job description

Customer Service Executive

Liquidline is the fastest-growing commercial coffee solutions provider in the UK and Ireland-not that we're bragging! Our customers are companies that take pride in offering quality refreshments to their employees and clients. Our success is built on outstanding customer service, hard work, and a strong team culture. We believe in delivering WOW experiences to both our customers and our valued employees. We are proud to be Great Place to Work certified, a testament to our dedication to fostering a culture of support, growth and development, as well as promoting well-being, and winning together. With our core company values-passion, thoughtfulness, responsiveness, innovation, and smart working-at the very heart of our business, we are committed to cultivating an environment that inspires excellence.

What You Will Need In The Role Of A Customer Service Executive

• You will have a minimum of one years' experience in B2B customer service
• Good working knowledge of MS Office including Outlook and bespoke CRM system (preferable)
• Excellent communication skills, both written and verbal
• Proven ability to manage and prioritise a heavy workload
• Competent in writing emails both internally and to external customers and stakeholders in a professional, methodical manner, using templates when provided. Tailors communications (e.g. content, style) to appropriate audience, free of errors and to a high standard.
• Understands not to take difficult customer calls personally and to focus on the objectives.
• Service driven and competent in handling dissatisfied customers
• Able to pick up new systems and features easily and quickly
• Clear, confident and polite telephone manner

The Role - Customer Service Executive

The key purpose of this role is to provide our customers 'wow experiences' by delivering first class customer care. As a Customer Service Executive, you will be passionate about Liquidline customers, ensuring every query is answered with a positive, 'can do' attitude. Our Customer Service team are highly customer focused, able to remain calm under pressure, possess excellent phone etiquette, written communication skills via email and have superb attention to detail. The team are our product experts, ensuring they are fully updated with new product releases and provide the best, most effective recommendations to meet customer needs. The ability to multitask is a must have skill for this role, our Customer Service team are required to juggle multiple customer queries at once, whilst always giving the outstanding customer service to both our UK and Ireland based customers.

• Answering a variety of customer queries in a timely manner via phone and email
• Investigate and resolve customer queries/complaints quickly and effectively
• Maintain thorough and accurate customer records via Eagle
• Ensuring call cases for machine breakdowns and maintenance are logged accurately
• Resolving delivery issues- missing parcels, back orders, delivery delays etc
• Processing card payments for low value invoices
• Processing orders accurately by phone, email and web before the cut of time for next day delivery
• Ensure all ad hoc administration tasks are completed which includes quality concerns and invoice disputes being completed

What You Will Learn & What Liquidline Can Offer You

Being a part of Liquidline is more than just a job - it's a chance to grow, develop and thrive! We are deeply invested in the success of our team and our comprehensive benefits package is designed to support, and reward our employees.

The package includes, but is not limited too:

• 25 Days Annual Leave + Bank Holidays: Extra time off to rest and recharge.
• Long Service Annual Leave Entitlement & Buy/Sell Scheme: More flexibility for your time off needs.
• Candidate Referral Program: Help grow our team and earn rewards
• Company Bonus Scheme: Celebrate success with us.
• Enhanced Sick Pay: Supporting you when you need it most
• Enhanced Parental Leave: Comprehensive support for your family journey
• Salary Sacrifice Pension Scheme: Save for your future with ease.
• HSF Health Plan: Access affordable healthcare
• YuLife Wellbeing Platform: One stop shop for wellbeing, rewards and support.
• Employee Assistance Programme: Mental health support, virtual GP services and more.
• Menopause Support via Stella App: Tailored support for this stage of life.
• Lunch on Liquidline & Bi-Annual Conferences: Enjoy lunch on Liquidline, and Bi Annual company conferences.

Liquidline is a fast-growing, family owned business that has expanded from 92 to over 300 employees since 2020. With ambitious plans, there's never been a better time to join us! Our dynamic and innovative environment offers endless opportunities for personal and professional growth.

We are proud to be an Equal Opportunities Employer, treating everyone with fairness, respect and appreciation. At Liquidline, we embrace diversity and value the unique experiences and perspectives of every individual. Together, we are alway