Customer Services Executive

Type Days – 8 hour shiftFull timeMonday to FridayPermanent

Are you looking to be part of a successful company that prides itself on innovation, collaboration and excellence as a leader in the flexible packaging industry?If you’re passionate about delivering quality products for famous brands and are ready to thrive in a fast-paced environment, that offers a dynamic, inclusive and supportive workplace culture and encourages personal growth and professional development, we want to hear from you!

Role Summary

• · Maintaining a positive, empathetic and professional attitude toward customers at all times.
• · Management and responsibility for customer portfolios, dealing with all associated service management.
• · Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
• · May mentor or give direction to other members of the Customer Service team and provide training on best practices.
• · May assist management in ensuring performance goals are met.
• · Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
• · Responding promptly to customer inquiries.
• · Communicating with customers through various channels.
• · Acknowledging and resolving customer complaints.
• · Knowing Company products inside and out so that questions can be answered accurately.
• · Processing orders, forms, applications, and requests.
• · Keeping records of customer interactions, transactions, comments and complaints.
• · Communicating and coordinating with colleagues as necessary.
• · Providing feedback on the efficiency of the customer service process.
• · Ensure customer satisfaction and provide professional customer support.
• · Carry out projects and ad-hoc activities as determined by the Office Manager

Responsibilities and Duties

• · Servicing inbound calls, emails or messages relating to varied finance products
• · Consistently delivering a high level of quality and service
• · Accurately recording information onto a live system
• · Handling customer queries/requests effectively with the support of clear information and processes
• · Administer changes to Client/Customer records in response to appropriately authorised requests
• · Processing/loading sales orders and estimates onto computer system
• · Ensuring on-time delivery of customer products
• · Stock management of finished goods
• · Stock management WIP
• · Stock reports for customers
• · Raw material monitoring for customers with stock films
• · New design processing and set up
• · Pricing (re-estimating)
• · Managing trials to completion
• · Forecasts for customers
• Builds and maintains business relationships with clients
• · Addressing over makes with customers and warehouse
• · Dealing with samples request

Health and Safety

• Workplace Safety: Ensure all employees understand and follow workplace safety protocols and procedures.
• Hazard Identification: Regularly identify and report potential hazards in the workplace to prevent accidents.
• Incident Reporting: reporting and documenting of accidents, injuries, and near-misses.
• Health and Hygiene: Maintain a clean and hygienic work environment to prevent illness and contamination.

Training

• Skill Development: enhance your skills and knowledge relevant to your role.
• Soft Skills: communication, teamwork, and problem-solving to improve overall workplace efficiency.
• Diversity and Inclusion: create a respectful and supportive workplace culture.

Skills, Capabilities and Attributes

• GCSE (or equivalent) Maths and English Grade C
• Previous experience within a customer service or customer focused role
• A customer-centric approach, with a natural drive to deliver the right quality outcome
• Excellent verbal and written communication skills, with the ability to confidently interact with a broad range of customers
• The ability to work towards individual objectives whilst supporting a team ethos
• Taking ownership of tasks to see through to completion
• A quick learner to retain specialist information
• Ability to develop working relationships
• Working to SLAs
• Management & Leadership skills
• Performance Management skills
• Data accuracy with strong computer literacy skills using Word, Outlook, Excel
• Demonstrable experience of dealing effectively with challenging and concerned customers.
• Demonstrable experience of working effectively as part of a team.
• Demonstrable experience of working in a fast paced office environment.
• Effective planning and organisational skills.
• Effective numeracy and data analysing skills.
• Ability to demonstrate effective interpersonal skills, develop and sustain relationships with a wide range of individuals and within groups.
• Ability to work under pressure.
• Problem-solving skills.
• Creativity.
• Positive Work Ethic
• Team working skills
• Possess high regard for
• o Health and Safety in the workplace
• o Quality and Hygiene in the workplace
• o Environmental Awareness

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