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

• Field-based sales and business development experience, ideally within Commercial, Agricultural, or Industrial sectors.
• Key account management experience in a target-driven environment.
• Full UK driving licence.
• Strong computer skills, particularly in Microsoft Word, Excel, and Outlook.
• Excellent interpersonal and communication skills (oral and written).
• Ability to thrive in a high-pressure, KPI-driven environment.
• Self-motivated and able to work independently as well as within a team.
• Proven track record in a competitive sales environment.
• Skilled in building long-term relationships to promote customer loyalty and repeat business.
• Proactive and capable of working on your own initiative.
• Ability to develop professional relationships with a wide range of customers.

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.