Customer Service Executive in Aylesbury

Job Summary

Purpose of the Job: To ensure ACCO meets and exceeds Customer’s demands and expectations with regards to service delivery and total customer satisfaction, through effective order handling and query investigation and resolution.

Responsibilities

• Ensure all customer orders and enquiries are processed accurately, efficiently, and within agreed service level deadlines.
• Manage inbound and outbound customer communications (internal and external) via telephone and other channels in a professional, courteous, and customer‑focused manner, with a strong emphasis on first‑time resolution.
• Take full ownership of customer enquiries and issues, proactively investigating and resolving queries through appropriate actions such as issuing credits, processing returns, or offering suitable alternative products or solutions.
• Prepare and maintain regular and ad‑hoc customer reports, including (but not limited to) backorder and service performance reports.
• Proactively identify potential service issues, escalating risks where appropriate and proposing practical solutions to minimise customer impact.
• Respond effectively to customer enquiries relating to product features, availability, pricing, and order status, ensuring clear and accurate communication at all times.
• Actively identify opportunities to support sales growth by promoting additional products or services where appropriate and aligned to customer needs.
• Work collaboratively with the Sales team to support account management activities and help build strong, long‑term customer relationships.
• Liaise closely with internal departments (including Pricing, Supply Chain, and Finance) to ensure customer queries are resolved efficiently and accurately.
• Partner with the Pricing team to investigate and resolve pricing discrepancies at order entry or invoicing stage.
• Provide effective cover for colleagues during periods of absence to ensure continuity of service.
• Contribute positively to team objectives, supporting the achievement of departmental performance targets and continuous improvement initiatives.
• Ensure full compliance with all company policies, procedures, and standards, including Health, Safety, Environmental requirements, and Sarbanes‑Oxley (SOX) controls.
• Maintain professional standards of conduct, timekeeping, attendance, and workplace presentation.
• Undertake any additional reasonable duties as requested by line management.

Knowledge, Skills and Experience

Knowledge & Experience:

• Proven experience in a customer service environment, with a strong focus on order management, query resolution, and customer satisfaction.
• Demonstrated analytical and problem‑solving capability, with the ability to investigate issues, identify root causes, and implement effective solutions.
• Experience working collaboratively within a team environment, supporting shared objectives and service delivery targets.
• Confident interacting with customers and internal stakeholders at all levels, maintaining professionalism at all times.

Skills:

• Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally.
• Strong organisational, planning, and time‑management skills, with the ability to manage multiple priorities and meet deadlines.
• Proactive, self‑motivated, and adaptable, with a positive approach to change and continuous improvement.
• High level of IT literacy, with proven experience using Microsoft Office applications, including Outlook, Excel, and Word.

Working Arrangement:

Full time position – Monday to Friday 35 hours per week, or hours to complete tasks.

Equal Opportunity Employer

ACCO Brands is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, marital status, national origin, physical or mental disability, veteran status, and any other characteristic protected by applicable law. The company strives to create a winning culture with a leadership promise to provide equal access and opportunity for all to grow, succeed, and contribute to their full potential.