We are working in partnership with a leading, values-driven organization to recruit a passionate and detail-oriented Customer Service Executive. This role offers an exciting opportunity to join a collaborative team committed to delivering outstanding service and support to a broad customer base. The ideal candidate will bring strong communication skills, a proactive mindset, and a genuine enthusiasm for building positive client relationships. If you thrive in a fast-paced environment and are keen to contribute to a culture of excellence, this could be the perfect fit. Key Responsibilities: Provide assistance and advice to customers, drawing on a solid understanding of the company’s products and services Accurately and efficiently process customer orders using Oracle NetSuite or a similar ERP system Identify opportunities to offer additional products and foster strong, ongoing client relationships Enter orders received via email, phone, or website with a high degree of accuracy, and send order acknowledgements, flagging any changes to pricing or availability Communicate with customers in a courteous and professional manner via telephone, email, and written correspondence Investigate and resolve customer issues, including complex or long-standing concerns, within agreed levels of authority Approve product returns and issue discounts or credits within predefined limits and in consultation with relevant departments Capture and maintain detailed customer experience records in the system to support service improvement and identify revenue opportunities Support account management through proactive follow-up and service engagement Follow up on active customer service enquiries and provide timely updates Prepare customer quotations in line with requirements using the internal system Stay informed about product updates and developments Coordinate with operations teams to monitor order progress and provide customers with updates regarding delivery status Communicate with external logistics partners to obtain ETAs, PODs, and other relevant information Collect and analyse feedback at every customer touchpoint to help improve service delivery across the organisation Perform other ad hoc tasks as required in support of operational objectives Key Competencies Customer Service Seeks to provide an EXCELLENT service and to exceed client expectations Able to deal with situations in a professional and understanding manner Communication Actively listens and communicates in a clear, concise manner, building positive working relationships at all levels Speaks with respect and with HONESTY, able to negotiate and give constructive feedback where necessary Team work Works effectively within their team and contributes ideas and solutions with a PASSION to improve working practices and customer experience SUPPORTS the team and is flexible and willing to help team members and other areas of the business Builds positive working relationships at all levels and remains ACCOUNTABLE for allocated role responsibilities Problem solving & Decision making Able to interpret rules and follow guidelines, seeking to resolve any issues with relevant team member Confident to ask questions and seek clarification with appropriate person Acts in a timely manner and understands the impact upon customers and business Planning & Organization Effectively manages workload Effectively deals with several different tasks. Able to handle conflicting priorities Creativity & continuous improvement Identifies issues and takes a proactive approach to dealing with them with management support, with the aim of adding value Consistently seeks ways of improving individual and team performance Adaptability & Managing change Shows resilience and flexibility in response to work priorities and issues ( ACCOUNTABILITY ) Is receptive and contributes to new ideas and approaches, and adapts accordingly. Remains positive and puts difficulties into perspective and is open to change about how things are done Personal impact & Professionalism Understands how they can positively contribute towards company objectives Adheres to company standards and procedures, maintains confidentiality and upholds company SHAPE values at all times Able to take responsibility for own tasks and is reliable and trustworthy Skills and Knowledge: Previous experience in a Customer Service role essential Experience in a sales support and/or account management role strongly desirable Excellent verbal and written communication Experience using Oracle NetSuite desirable IT literate