Customer Service Executive

Essentra; Jarrow; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Discretionary bonus

Pension scheme

Life assurance 4x

22–25 days holiday

Birthday off

Volunteer day

Employee discounts

Holiday Purchase Scheme

Cycle to work

Sharesave scheme

Job summary

Essentra is seeking a Customer Service Executive to join our team in Jarrow. This office-based role focuses on delivering a hassle-free service while supporting growth through lead generation, upselling and cross-selling.

We value attention to detail, proactive problem solving and maintaining low error rates. The ideal candidate brings customer service experience in a fast-paced environment and a willingness to work across departments.

Qualifications

• Customer service experience and a proactive, problem-solving approach.
• Commercial awareness and ability to identify opportunities within calls or contacts.
• Experience in service or sales environments with a focus on delivering commitments.
• Ability to achieve stated objectives and meet KPIs.
• Highly organised with strong work ethic and team collaboration.
• Proficiency with Microsoft Office (Excel, Word, etc.) preferred.

Responsibilities

• Maintain accurate account and customer data.
• Respond to customer inquiries within SLA and aim for one call per case resolution.
• Identify and take ownership of customer concerns.
• Identify new product opportunities and generate leads.
• Liaise with internal departments to support customer needs and upsell/cross-sell.
• Follow up on all commercial activity and adhere to company policies.

Skills

Customer service

Commercial awareness

Sales experience

Time management

Team player

Work ethic

Tools

Microsoft Office

Job description

We are currently seeking a Customer Service Executive to join our established team in Jarrow.

This is an office-based role requiring a customer-focused individual who can provide a hassle-free service to our customers, while also supporting business growth through lead generation, upselling, and cross-selling.

Strong attention to detail is essential, along with a proactive approach to problem-solving and maintaining low error rates.

The ideal candidate will be confident and proactive, with experience delivering customer service in a fast-paced environment.

Our focus is on customer service capability rather than prior office experience; we welcome applicants with proven experience in any customer-facing environment.

Responsibilities:

• Maintain accurate account and customer data.
• Respond to customers inquiry within SLA and aim for one call / case resolution.
• Identify and take ownership of customer concerns
• Identify new product opportunities and generate leads
• Liaise and build network with internal departments
• Upsell and cross sell new products
• Follow up on all commercial activity
• Operate effectively and adhere to current business policy and procedures
• Delivers consistent performance and achieves KPI's and business targets
• Drives self-development
• Mange time effectively and efficiently
• Understanding of company strategy and propositions
• Support other departments, dependant on the needs of the business

Required Skills and Experience:

• Customer Service experience
• Commercially aware
• Experience in service/sales environment
• Delivery of agreed commitments and objectives
• Highly organised
• Team player
• Strong work ethic
• Experience of Microsoft package (Excel, Word etc.) desirable

What we offer:

• Great career prospects
• Discretionary bonus
• Up to 5% matched pension contribution
• 4x annual salary life assurance
• 25 days annual leave plus bank holidays
• Extra paid day off for your birthday
• Paid day off for volunteering
• Employee discounts through MyDiscounts
• Holiday Purchase Scheme
• Cycle to work scheme
• UK Sharesave Scheme

Essentra plc is a leading global provider of essential components and solutions, focusing on the manufacture and distribution of plastic injection moulded, vinyl dip moulded and metal items.

Headquartered in the UK, Essentra's global network extends to 28 countries worldwide and includes over 3,000 employees, 14 manufacturing facilities, 24 distribution centres and 33 sales & service centres serving c.74,000 customers with a rapid supply of low cost but essential products for a variety of applications in industries such as equipment manufacturing, automotive, fabrication, electronics, medical and renewable energy.

At Essentra we are ideally looking for individuals who enjoy working as part of a close team, are passionate about what they do and who strive to make a difference. We are always looking to better ourselves and are keen to recruit individuals who like to innovate and improve processes.

As part of our recruitment process you will be required to provide evidence of your right to work in the UK. Documentary evidence will be requested at interview.