We are seeking a proactive and customer-focused Customer Service Executive to provide exceptional support to both new and existing customers. This role involves handling customer inquiries via telephone and email, managing customer relationships, and driving sales growth through outbound initiatives. You will work closely with internal teams, ensuring smooth order processing, delivery management, and overall customer satisfaction.
Key Responsibilities
Customer Service & Support
* Respond promptly to customer inquiries via phone and email in line with service guidelines.
* Listen effectively to customers, showing empathy and understanding to resolve issues efficiently.
* Collaborate with internal teams (production, transport, and other departments) to ensure seamless order fulfillment and on-time delivery.
* Maintain accurate records of customer interactions and update databases as needed.
* Handle warranty claims and service escalations within agreed timelines.
* Assist with training new team members to ensure high customer service standards.
Sales & Business Growth
* Execute outbound sales initiatives to drive revenue from existing and new customers.
* Maintain regular contact with 'low spend' customers to strengthen relationships and increase sales.
* Work with external teams to achieve monthly financial and unit targets.
* Support business intelligence projects by gathering and analyzing customer data.
* Participate in initiatives to improve the company's Net Promoter Score (NPS) and overall customer satisfaction.
Operational & Compliance Responsibilities
* Ensure all late deliveries have On-Time In-Full (OTIF) reasons applied.
* Attend and prepare for daily and weekly meetings as required.
* Promote and adhere to company compliance policies and procedures.
* Maintain a strong understanding of company products and services to provide expert guidance to customers.
* Support a culture of health, safety, and environmental responsibility within the business.
Person Specification
Essential Qualifications & Experience
* Five GCSEs (or equivalent), including English and Maths.
* Proven experience in a customer service environment (e.g., call center, helpdesk).
* Previous experience in sales or outbound customer interactions.
Desirable Qualifications & Experience
* Degree-level education.
* Experience with sales order processing.
* Minimum two years in a sales/customer-facing role.
Key Skills & Abilities
* Excellent communication skills (verbal and written) with a professional telephone manner.
* Strong sales ability with a track record of achieving targets.
* Exceptional organizational and time management skills.
* Ability to work both independently and as part of a team.
* Strong problem-solving skills and customer-focused mindset.
* Proficiency in Microsoft Office, especially Excel.
* Ability to work under pressure and adapt to a fast-paced environment.
Why Join Us?
* Career Growth & Advancement: Ongoing growth, we offer new positions and opportunities for accelerated career development, both locally and globally.
* Skills Development: The fast-paced nature of our business and high level of collaboration will help you expand your skill set, making you a more versatile and capable employee.
* Mentorship & Development: At Kingspan, we foster a collaborative, team-oriented environment. You'll have access to senior leaders and experts, gaining valuable mentorship for current and future roles.
* Culture: Join a supportive and innovative team culture where we collaborate and strive for excellence together.
* Corporate Social Responsibility: Through our Planet Passionate initiative, we are committed to reducing energy use and carbon emissions, increasing recycling efforts, and advancing our role in the circular economy.
If you are a motivated individual with a passion for delivering excellent customer service and driving business growth, we would love to hear from you!
How to Apply: Submit your CV and a cover letter outlining your experience and suitability for this role.