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RYNO design, produce and supply specialist materials to the construction industry, namely paving and decking systems for terraces and balconies. We are a team of fun-loving, hard-working people who strive every day to help our customers achieve beautiful, yet compliant, outdoor flooring finishes. We enjoy some great benefits including a generous bonus scheme, a monthly reward program, as well as a “never work your birthday” initiative, a fully stocked fridge and outstanding coffee - to name just a few!
Our history dates back three generations to the 1980s when Michael and Tim White founded Whitesales, a company manufacturing flat roof lights and other flat roofing accessories. Since then, the Whitesales Group of companies has grown quickly, earning a strong reputation for passionate customer care and premium, cutting-edge flat roofing products and systems. With this knowledge and backing, RYNO was launched as a standalone entity of the group in 2014 to specialise in the design and manufacture of complete paving and deckingsystems, and roof finishing products.
RYNO has quickly become the UK market leader in this space, by harnessing existing reputation and links in the industry, as well as strong financial backing. Today, RYNO continues to expand worldwide, supplying construction projects throughout Europe, the USA, UAE and Australasia. Our team of designers, engineers and consultants continue to respond to the ever-evolving construction landscape, to bring relevant, cutting-edge solutions to external spaces across the globe.
Job Scope
The Customer Success Executive will be responsible for managing various aspects of the customer experience, including sales order processing, pricing non-project requirements, handling returns and collections, maintaining the order fulfilment dashboard, and managing the secured order pipeline. This role is pivotal in ensuring epic service levels, providing a first line of response for customer enquiries, resolving simple technical queries, addressing aftersales issues, and processing carrier claims. The role is crucial in ensuring smooth operations, high customer satisfaction, and the effective resolution of customer issues.
Key Duties & Responsibilities
* Maintain high service standards to exceed customer expectations and build lasting relationships.
* Promptly address and resolve customer enquiries and concerns as the first line of response.
* Accurately price non-project requirements to ensure competitive pricing.
* Efficiently resolve simple technical queries using product knowledge.
* Process sales orders promptly with accurate documentation and timely fulfilment.
* Handle aftersales issues empathetically, ensuring satisfactory resolutions.
* Manage secured order pipeline to track and update delivery schedules.
* Manage customer returns, maintain order fulfilment dashboard, and process carrier claims promptly.
* Collaborate with sales, fulfilment, supply chain, and finance teams for smooth order processing.
* Maintain comprehensive product knowledge to address customer enquiries effectively.
* Record and maintain detailed customer interactions in CRM system.
* Strive to meet or exceed high-level goals and KPIs.
* Core Skills & Competencies
* Previous experience in customer service or related roles preferred.
* Excellent verbal and written communication skills to convey information clearly.
* Passion for ensuring customer satisfaction and identifying sales opportunities.
* Strong problem-solving abilities to address customer enquiries promptly.
* Detail-oriented with organisational skills for accurate order processing.
* Ability to multitask and prioritise effectively to meet deadlines.
* Familiarity with CRM systems and order management software desirable.
* Positive attitude, patience, and customer-centric mindset.
* Collaborative team player with flexibility to adapt to changing priorities.
* Knowledge of carrier claim processes and experience processing claims is advantageous.
* Commitment to attending weekly Customer Success meetings and daily team huddles.
* Alignment with Ryno’s core values: Bold, Excitable, Caring, Reliable.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Building Materials
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