Customer Support Executive

Job Purpose

Responsible for the collection of sales orders from the existing customer base in line with the company's transport strategy and agreed delivery days. Resolving all customer queries in collaboration with other departments to ensure a best-in-class customer experience.

Key Responsibilities

• Customer's first point of contact.
• Accountable for the daily management of the customer's account.
• Manage and process customer orders - EDI, PW, and manual.
• Monitor customer orders against the Salesforce tracker in line with the business transport strategy.
• Accountable for ensuring all back orders and/or alternative products are offered, preferably own brand.
• Communicate relevant customer information to the Customer Development Managers, New Business Development Managers, and Customer Development Executives.
• Process credits and uplifts.
• Manage predictive orders in line with the delivery day.
• Run Order Well in Perito/Snap.
• Process Procure Wizard invoicing.
• Process intercompany orders.
• Populate customer management information on Salesforce.

Health & Safety

• Be aware of and work within the relevant Health & Safety standards applicable to the job role.

General

• General office duties and administrative tasks.
• Assist management with additional tasks as directed.
• Work accurately and efficiently to daily deadlines in a demanding environment.

Skills & Competencies

Experience

• Experience working in a fast-paced customer service or hospitality environment is desirable.
• Computer literate with fluent written and spoken English.
• Excellent communication skills.

Quality of Work

• Demonstrates a high degree of attention to detail, thoroughness, and a methodical and logical approach to work.
• Works at a pace that matches the requirements of this fast-moving business and recognises the importance of meeting deadlines.

Planning & Organisation

• Extremely methodical.
• Impeccable record keeper.
• Strong time management skills.
• Seeks continuous feedback and clarification to ensure work meets the requirements of the Internal Sales Team.

Teamwork

• Ability to establish and maintain strong working relationships with staff inside and outside of the immediate team.

Communication & Interpersonal Skills

• Ability to listen to and understand information.
• Presents information in a clear and concise manner.
• Demonstrates persistence to ensure information and required actions from staff outside the immediate team are provided.

Customer Focus

• Shows a genuine interest in ensuring the needs of customers are met in a way that benefits both the customers and the organisation.
• Ensures the actions of self and others meet or exceed customer requirements.

Initiative

• Demonstrates strong organisational skills and can prioritise time to ensure daily objectives are met.
• Accepts additional challenges and responsibilities willingly and assists others.
• Self-reliant.

Measures

KPIs

• Daily order capture.
• Late order tracker.
• Customer experience survey.