Customer Support Executive
As a Customer Support Executive, you will act as a key point of contact between customers and internal teams, ensuring a smooth and positive customer experience. You will oversee the end-to-end order process and provide timely, accurate responses to customer enquiries. This role requires excellent communication skills, strong attention to detail, and a collaborative approach to support internal departments and maintain high standards of service.
Customer Support Executive Key Responsibilities
* Coordinate with international customer service teams across different time zones (e.g. US, UK, Germany) to deliver seamless support and consistent communication for global customers.
* Accurately process and enter customer orders into the ERP system, ensuring correct pricing, lead times, and terms.
* Issue order acknowledgements within agreed service levels and proactively update customers on order status, maintain accurate and up-to-date customer information within the ERP system (Business Central preferred) and record and track customer interactions, open issues, and follow-ups within the CRM system to support sales and service strategies.
* Provide professional and prompt support via email, telephone, and online chat, from quotation through to post-shipment assistance.
* Prepare spare parts quotations and conduct timely follow-ups to secure sales opportunities.
* Work closely with Regional Sales Managers to share updates, escalate issues, and align on customer needs.
* Collaborate with Application Engineers to verify technical specifications and finalise order documentation.
* Coordinate with Operations (Planning, Production, and Logistics teams) to monitor stock levels, manage lead times, and ensure on-time delivery.
* Liaise with the Engineering team to ensure new items are correctly set up and orders are technically accurate for release.
* Generate internal status reports and contribute to continuous improvement of customer service processes.
* Log customer claims in line with the established claims process, ensuring accurate documentation and timely resolution.
* Undertake additional responsibilities and provide cross-functional support as required.
Customer Support Executive Preferred Qualifications & Requirements
* Bachelor’s degree or equivalent work experience preferred.
* Minimum of 2 years’ experience in a customer service or sales support role, ideally within a technical or manufacturing environment.
* Proficiency with MS Office Suite; ERP system experience essential, with CRM knowledge (Business Central / Dynamics 365 preferred).
* Excellent telephone and email etiquette.
* Strong verbal and written communication skills with a customer-first approach.
* Detail-oriented with the ability to manage multiple priorities under tight deadlines.
* Team-focused, proactive, and able to work independently.
* Strong problem-solving ability and adaptability in a fast-paced environment.
Customer Support Executive Benefits & Hours of Work
* Salary: up to £30k - £35k (DOE), Hours of work: Mon to Fri 830AM to 430PM, Free onsite parking, Life Assurance & Employee engagement events, Health Cash Plan, Salary sacrifice and Pension - employer contribution 4%
PLEASE NOTE THIS IS NOT A SPONSORED JOB, CANDIDATES REQUIRING SPONSORSHIP OR ON A PSW VISA WILL NOT BE CONSIDERED
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy