Customer Service Executive

About the Role

Join a reputable independent family-run business with over 50 years of history and an annual turnover exceeding A310 million. As a Customer Service Executive based in Loughborough, you will become part of a close-knit team dedicated to delivering highly personalized and effective service to a portfolio of business clients across the Midlands region.

Responsibilities

• Establishing and maintaining strong, lasting relationships with business customers.
• Managing orders received via phone, email, and online platforms efficiently.
• Providing answers to queries related to products, pricing, and stock availability.
• Preparing and following up on quotations in a timely manner.
• Addressing delivery, product, and service challenges promptly and professionally.
• Handling returns, invoice inquiries, and credit note processes.
• Monitoring and updating customers on back orders proactively.
• Examining customers previous purchases to anticipate product needs.
• Promoting weekly deals and identifying opportunities to increase sales.
• Managing communications with suppliers, delivery personnel, and other stakeholders.
• Collaborating closely with Purchasing, Operations, and Warehouse teams to ensure excellent customer experience.

Requirements

• Prior experience in customer service, account management, sales support, or similar client-facing roles.
• A warm, confident, and professional phone manner.
• Strong listening abilities and skills in building relationships.
• Genuine enthusiasm to assist customers and resolve issues effectively.
• Ability to engage confidently with individuals at all organizational levels.
• Excellent organizational skills and keen attention to detail.
• Proactive mindset and capability to work on initiative.
• Commercial awareness with aptitude to identify additional sales opportunities.
• Proficiency with Microsoft Word and Excel.
• Minimum GCSE level Maths and English (Grade C/4 or equivalent).

Additional Information

This role is predominantly reactive and inbound, emphasizing thoughtful listening and helpful responses rather than scripted or pressure-driven sales calls. While experience in office supplies or B2B customer service is advantageous, it is not mandatory. The position is fully office-based in Loughborough, requiring regular colleague interaction across multiple departments, making remote or hybrid working unavailable. The location is easily accessible by public transportation and suited for candidates living within roughly 30 minutes of Loughborough. The company prides itself on a supportive work culture, no weekend shifts, and opportunities for professional growth.