Liquidline is the fastest-growing commercial coffee solutions provider in the UK and Ireland—not that we’re bragging! Our customers are companies that take pride in offering quality refreshments to their employees and clients. Our success is built on outstanding customer service, hard work, and a strong team culture. We believe in delivering WOW experiences to both our customers and our valued employees. We are proud to be Great Place to Work certified, a testament to our dedication to fostering a culture of support, growth and development, as well as promoting well-being, and winning together. With our core company values—passion, thoughtfulness, responsiveness, innovation, and smart working—at the very heart of our business, we are committed to cultivating an environment that inspires excellence.
The purpose of this role is to provide our customers with a ‘wow experience’ by delivering first class customer service. As a Customer Service Executive, you will be passionate about Liquidline customers, ensuring every query is answered with a positive, ‘can do’ attitude. Our Customer Service team are highly customer focused, able to remain calm under pressure, possess excellent phone etiquette, written communication skills via email and have superb attention to detail. The team are our product experts, ensuring they are fully updated with new product releases and provide the best, most effective recommendations to meet customer needs. The ability to multitask is a must have skill for this role, our Customer Service team are required to juggle multiple customer queries at once, whilst always giving the outstanding customer service to both our UK and Ireland based customers.
The Role - Customer Service Executive
1. Answering a variety of customer queries in a timely manner via phone and email
2. Investigate and resolve customer queries/complaints quickly and effectively
3. Maintain thorough and accurate customer records via Eagle
4. Ensuring call cases for machine breakdowns and maintenance are logged accurately
5. Resolving delivery issues- missing parcels, back orders, delivery delays etc
6. Processing card payments for low value invoices
7. Processing orders accurately by phone, email and web before the cut of time for next day delivery
8. Ensure all ad hoc administration tasks are completed which includes quality concerns and invoice disputes being completed
What you will need in the role of Customer Service Executive
1. You will ideally have a minimum of one years’ experience in B2B customer service
2. Good working knowledge of MS Office including Outlook and bespoke CRM system (preferable)
3. Excellent communication skills, both written and verbal
4. Proven ability to manage and prioritise a heavy workload
5. Competent in writing emails both internally and to external customers and stakeholders in a professional, methodical manner, using templates when provided. Tailors communications (e.g. content, style) to appropriate audience, free of errors and to a high standard.
6. Understands not to take difficult customer calls personally and to focus on the objectives.
7. Service driven and competent in handling dissatisfied customers
8. Able to pick up new systems and features easily and quickly
9. Clear, confident and polite telephone manner
What You Will Learn & What Liquidline Can Offer You
We are committed to the development of our staff, which is why we will work with you to create a development plan to ensure that we can help guide you through a clear development pathway, with a few coffees along the way! We offer a generous benefits package, that includes but is not limited to:
1. 24 Days Annual Leave plus Bank Holidays
2. Discretionary Company Bonus Scheme
3. Buy and Sell Holiday Scheme
4. Annual Leave Long Service Award Scheme
5. Access to YuLife App (Rewards and Discounts)
6. Enhanced Sick Pay Scheme
7. Salary Sacrifice Pension Scheme
8. Access to Liquidline Employee Assistance Programme (including Mental Health Support Service and Virtual GP Services)
9. Enhanced Parental Leave Scheme
10. Access to Financial Support App - MoneyHub
11. Access to Menopause Support App - Stella
12. Professional Development Programs (Individual Development Plans & LinkedIn Learning Access)
13. Team Days out and Biannual Company Conferences
Liquidline is a rapidly expanding, family-owned company, having expanded from 92 to 242 team members since 2020. With big plans for the next five years, there is lots of opportunity for career growth within our fast-paced and forward-facing business. There’s never been a better time to join Liquidline! We are an Equal Opportunities employer. We have respect for individuals of all backgrounds, capabilities and opinions. Everyone of our employees and applicants for employment is guaranteed the same fair treatment. We embrace the perspective and experience of all individuals and are always ‘Winning Together’!
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