Customer Service Executive

Zero Surplus; West Stow; Hybrid; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Zero Surplus in the United Kingdom is looking for a proactive customer service professional to own end-to-end order processing, from entry to delivery, and to resolve queries quickly. You will collaborate with Sales, Supply Chain, Warehouse and Finance to keep customers informed and to spot potential issues early, ensuring smooth day-to-day operations.

You’ll handle returns, credits and invoicing, maintain accurate records, and produce sales or service reports.

Qualifications

• Experience in customer service, customer operations, or sales support.
• Strong communication and collaborative approach.
• Experience with Excel; Sage and SAP knowledge a plus.
• Detail-oriented and able to manage 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 invoice queries, resolving discrepancies.
• Work with internal teams to flag stock issues and delivery challenges.
• Maintain customer/product records and produce sales/service reports.
• Use business systems to manage orders and identify process improvements.

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're 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.