Customer Service Executive

Essentra Componments; Jarrow; On-site; GBP 24,000 - 29,000; Full time

Job summary

A leading engineering components supplier in Jarrow seeks a motivated Customer Service Representative to enhance customer satisfaction through effective service. The role requires managing customer inquiries, processing orders on a CRM system, and ensuring communication is proactive. Ideal candidates should be computer literate, possess excellent communication skills, and have experience in a customer-facing capacity. The starting salary is £24,800 with various benefits, working a rotating shift schedule for optimal service delivery.

Benefits

Employer matched 5% pension contribution

Life assurance

Discretionary annual bonus

25 days annual leave plus bank holidays

Employee Assistance Programme

Qualifications

• Self-motivated and pro-active in dealing with customer enquiries promptly.
• Ability to manage and prioritise workloads effectively.
• Experience in a busy office atmosphere.

Responsibilities

• Keep customers updated on existing orders and advise of delays.
• Process orders on the internal CRM system.
• Liaise with colleagues for smooth order progress.
• Coordinate customer returns and credits.
• Respond to live chat enquiries efficiently.

Skills

Computer Literacy in Microsoft Word, Excel, and Outlook

Excellent telephone manner

Friendly and ambitious

Ability to work under pressure

Experience in customer facing roles

Problem solver

Education

Minimum grade C in English and Maths GCSE

Tools

Sales order processing systems

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
• Great communicator
• Problem solver
• 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

• £24,800 starting salary
• Employer matched 5% pension contribution
• Life assurance
• Discretionary annual bonus
• 25 days annual leave plus bank holidays
• Reward Gateway
• Eyecare vouchers
• Cycle to work scheme
• Employee Assistance Programme
• Sharesave Scheme
• 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

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.

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