Job Title
Customer Support Executive (CS005759)
£20,000 - £22,000 per annum (D.O.E.)
Marlow, Buckinghamshire.
Start Date

Mon-Fri 8:30am-6pm (42.5hrs a week)

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Our client, a leading distributor, is looking for a Customer Support Executive to join their team in Marlow. You will be responsible for delivering first class service to all customer account queries.  Working closely with the team and warehouse, you will ensure all goods and services are processed correctly and on time, meeting the relevant criteria, as well as monitoring/following up on all account queries. Your will be responsible in maintaining/expanding relationships with strategically important customers, ensuring customer satisfaction, plus helping to define/execute a “best in class” structure/service that will lead to further success.

You must be an exceptional communicator with excellent attention to detail and have the ability to co-ordinate several different departments to meet deadlines and exceed customer expectations.

Duties of the role will include:

  • Delivering strategic and operational account support of fulfilment accounts, including inbound queries, claims, delivery queries, inventory queries
  • Maintaining/developing the support processes, continuing relationships with suppliers/clients, ensuring deadlines are met and all records/logs are kept up to date
  • Creating/communicating relevant sales reports for clients (some face to face client meetings may be required when supporting the account manager)
  • Providing solutions to customer queries (problem solving)
  • Identifying/ensuring delivery of process efficiencies to further enhance the on-going relationships with clients
  • Ensuring customer SLAs are recorded and issued monthly
  • Supporting all customer account issues in a timely manner
  • Proactively managing back orders and ensuring clients are aware of any stock issues and replacement products  
  • Providing feedback to team when required to ensure the support of a continuous learning environment
  • Liaising in a professional manner with the relevant departments and clients
  • Any other relevant duties as required
Special Requirements: 
  •  Self-driven, results-orientated with a positive outlook
  • A natural forward planner who critically assesses own performance
  • Articulate, credible and comfortable dealing with/speaking to senior company executives
  • Reliability, tolerance, organised and able to adapt to change
  • Empathic communicator with the ability to see things from the other person’s point of view
  • Well-presented and business-like
  • A keenness for new experience, responsibility and accountability
  • Ability to get on and work with others and be a team player
  • Previous exposure of customer service
  • Flexibility to work extended hours
  • Excellent face-to-face and telephone communicator
  • Must be proficient with MS Office, e.g. Word, Excel, PowerPoint and ideally Access