Job description:
NeoTimber Customer Service & Sales Support Executive
Are you enthusiastic about customer service and looking for a new challenge?
Does working for a growing business where you have space to be innovative with your role interest you?
Is progression within Customer Service Roles important to you?
As a successful, fast-growing business we take customer service seriously and we are keen to grow the department to ensure we continually improve our efforts to better serve our customers. We are seeking a conscientious, considerate customer service advisor to join our growing sales support team. The role requires a candidate who is passionate about delivering a high level of service, while consistently applying a customer-centric and positive mindset.
About NeoTimber
A group of customer-centric problem-solvers, we are a family-run business that specialise in developing a portfolio of composite decking, cladding and fencing products to both B2B and B2C markets. We are investing heavily to ensure we stay at the forefront of our industry and we are seeking motivated salespeople to help us achieve this goal.
Roles & Responsibilities
· Be the main point of contact for after sales queries and customer complaints via email and telephone.
· Ensure customers and team members alike are informed on company-related updates, including delivery lead times and product updates.
· Deal with customers directly to resolve issues in an efficient and timely manner, delivering a first-class customer service experience.
· Liaise with both the sales team and logistics department to ensure order status updates are provided.
· Build relationships with clients to fully understand their needs.
· Monitor product, service, and delivery issues, and report these to the wider management team for review.
· Maintain and continually build a high standard of product knowledge at all times.
· Maintain and update CRM system records, ensuring customer information is accurate, complete, and up to date.
· Provide general administrative support for the Sales & Customer Service Teams, including data entry, document management, and day-to-day operational tasks.
· Act as the first point of contact for social media enquiries, responding to customer messages and directing queries to the appropriate team.
· Create, run, and share monthly customer service reports, providing insights to support continuous improvement.
· Proactively contact customers to gather feedback, helping to measure satisfaction and identify opportunities to enhance the service experience.
· Support Sales Team with sales leads/enquiries with the aim to covert these to orders.
· General ad hoc daily duties/tasks.
Skills
· Must have experience in the field of customer service at an advisor/executive level.
· A confident and capable candidate who can build relationships with potential sales leads and nurture these relationships along the sales funnel. Ability to adopt a consistently positive, go-do attitude.
· An ability to approach customer complaints and issues with a high degree of empathy.
· High integrity with a driven and energetic attitude and desire to progress.
· Microsoft Office - including Word, Outlook and Excel.
· Enthusiastic and confident in verbal communication.
· Able to retain and relay product information successfully.
· A strong team player.
· Excellent problem-solving skills.
· Initiating and leading tasks and processes, taking responsibility and being accountable, where relevant.
Preferred, But Not Essential Skills & Experience
· Experience working for a building materials business.
· To effectively solve problems, a degree of technical knowledge around building materials would be preferred.
· Experience using a sales CRM and ERP software.
Job Type: Full-time
Pay: £25,000.00-£27,500.00 per year
Benefits:
* On-site parking
Work Location: In person