JOB TITLE: Customer Care Executive
LINE MANAGER: Head of Customer Care
LOCATION: Aylesford, UK
WORKING HOURS: 8.00am – 4.30pm
A bit about the role
We are looking for a Customer Care Executive who is detail-oriented and proactive. You will support the end-to-end order lifecycle while working with both internal stakeholders and external customers to ensure smooth and efficient operations.
Some of the key responsibilities
* Accurately create and process customer orders within the system, verifying stock availability and aligning delivery dates with lead times.
* Follow up with clients and the sales team to obtain any missing details that may delay order processing (e.g., upholstery selections, official/amended purchase orders).
* Generate and manage sample orders as requested.
* Perform stock checks for customer orders and internal departments.
* Raise new part requests and complete order entries once goods are received.
* Send out Sales Acknowledgements for all confirmed orders.
* Proactively contact customers on a weekly basis to confirm readiness for delivery; coordinate with the workshop and delivery team as needed.
* Collaborate with the Purchasing team to obtain and update product lead times.
* Liaise with the Workshop and Delivery teams to coordinate production and dispatch schedules resolving any amendments or delays.
* Request and set up new customer accounts, working closely with the Finance department to establish credit limits.
* Ensure all paperwork and system records related to orders are accurate and up to date.
* Resolve customer issues by identifying problems and implementing effective solutions.
* Provide additional order processing support during peak periods or when covering team holidays.
* Actively contribute to process improvement initiatives by identifying inefficiencies and suggesting enhancements.
* Answer incoming calls, take messages, and provide occasional reception support including handling post and welcoming visitors.
* Respond to client enquiries directly or refer them to the appropriate internal or external team members.
* Perform a variety of administrative tasks to support the Sales Team and other internal departments.
* Any other ad hoc duties as required by the business.
Requirements
* Proven experience in order processing, sales support, or a similar administrative role.
* Experience working with ERP or CRM system
* Excellent IT skills with competent use of Microsoft Office.
* Ability to prioritise urgent and important work over non urgent or important tasks.
* Strong organisational and time management skills with the ability to prioritise tasks effectively.
* Excellent attention to detail and a high level of accuracy in data entry and documentation.
* Confident communicator with strong written and verbal communication skills.
* Customer-focused with a proactive approach to problem-solving and issue resolution.
* Ability to work independently and as part of a team in a fast-paced environment.
* Ability to cover for other team members when on leave or to relieve excessive workloads.
* Happy to work to tight deadlines.
* Excellent written and verbal communication skills
* You embody our company people values:
- Teamwork - Collaborate effectively with humility, appreciating and integrating individual skills and perspectives to achieve collective goals.
- Committed - Dedicate yourself fully to your role, going above and beyond with self-motivation and loyalty to achieve individual, team, and company goals.
- Ownership - Take full responsibility for your work, performance, and conduct, acting with integrity, staying organised, and learning from feedback and mistakes.
- Positive - Approach tasks with optimism and innovation, viewing challenges as opportunities, and bringing energy and enthusiasm to inspire and motivate others.
- Responsive - React quickly and effectively to needs and feedback, prioritising tasks with urgency, embracing change, and maintaining a proactive approach.
Our Culture & Values
Pineapple is a global leader in designing innovative furniture solutions for challenging environments. Founded in 1975 as a family-run business, we now operate worldwide, with headquarters in Kent (UK) and offices in France, Germany, and the USA and a team of over 200 employees.
We create mindfully designed furniture that not only works effortles]]> <