Customer Service Executive
Reporting to: Regional Commercial Manager
Position Overview:
The Customer Service Executive will be responsible for growing business within a designated geographical region by managing and developing a portfolio of Commercial, Industrial, and Agricultural accounts.
Key Responsibilities:
Manage and develop a commercial portfolio of Small and Medium Enterprise (SME) customers.
Drive revenue, volume, and gross margin growth through the application of company business tools and guidelines, aligned with individual and regional budgets.
Organically grow the profitability of the customer portfolio through effective price management, increasing share of wallet, and fostering customer loyalty via additional products and revenue streams.
Achieve monthly targets and associated KPIs, including productivity metrics managed through telephony reporting, as set by the Regional Commercial Manager.
Maintain the highest standards of customer excellence, adhering to customer complaint procedures when necessary.
Upsell the full range of companies products and services-including energy procurement, lubricants, tanks, and fuel cards-to maximize revenue.
Provide timely reports and information as required by the Regional Commercial Manager or General Manager.
Fully utilize all company systems and processes; assist in office-based support when necessary.
Collaborate with internal departments to drive customer loyalty through Price Risk Management proposals and sustainability offerings.
Work closely with colleagues across the business to strengthen the overall customer offering and improve loyalty.
Process customer orders, manage queries, and consistently deliver outstanding customer service.
Champion a health and safety-focused culture at all times.
Conduct customer meetings and account reviews via video conferencing tools when face-to-face meetings are not possible.
Collaborate with the Regional Commercial Manager and Marketing Department to minimize customer churn through targeted campaigns and portfolio action plans.
Maintain a professional and reputable approach in all internal and external interactions.
Ensure consistency of job functions and processes across businesses in the UK to promote operational unification.
Maximize sales opportunities by targeting vertical markets across Agricultural, Industrial, and Farm Group sectors, for both rigid and articulated delivery modes.
Integrate newly acquired business accounts from the Business Development team into the existing portfolio, ensuring thorough follow-up to explore cross-sell and up-sell opportunities and strengthen customer relationships.
Manage financial risk by working alongside the Credit Department to ensure customers trade within agreed financial terms and limits.
Essential Skills:
Proven telephone sales experience in a fast-paced, target-driven environment.
Field-based sales and business development experience, ideally within Commercial, Agricultural, or Industrial sectors.
Key account management experience with a focus on achieving revenue and growth targets.
Full UK driving licence.
Strong computer literacy, particularly in Microsoft Word, Excel, and Outlook.
Excellent interpersonal and communication skills-both written and verbal.
Ability to thrive in a high-pressure, KPI-driven environment.
Self-motivated and capable of working independently as well as collaboratively within a team.
Demonstrated success in a competitive sales environment.
Skilled at building and maintaining long-term relationships to drive customer loyalty and repeat business.
Proactive, solutions-oriented, and confident in taking the initiative.
Ability to engage professionally with a diverse customer base across multiple sectors.
Desired Skills:
Experience in a target-driven telephony sales environment is highly desirable.
Hours of Work:
Monday to Friday, 8:00 AM - 5:00 PM (with a one-hour lunch break)
Office-based from Monday to Wednesday; remote work on Thursday and Friday
Note: A full driving licence and access to a vehicle are likely required due to the role's regional nature