Customer service and sales support executive in Braintree

We are looking for a highly organised, customer-focused Customer Service & Sales Support Coordinator to join our team. This is a varied and important role, with client relationships at the heart of everything you do. You will be responsible for managing and supporting an established portfolio of live clients, acting as a key point of contact and ensuring customers receive an excellent level of service throughout the entire order process.

The role is about much more than simply processing orders. Building strong relationships, understanding customer requirements, maintaining regular communication and ensuring client expectations are managed effectively will be key to your success. You will take ownership of customer orders from initial enquiry through to delivery, working closely with internal departments, particularly production and sales, to ensure orders are processed accurately, schedules are maintained and deliveries arrive on time. This is a fantastic opportunity for someone who enjoys building relationships, takes pride in delivering excellent customer service and thrives in a busy, fast-paced environment.

Key Responsibilities

• Customer Relationship Management & Support
  • Build and maintain strong, long-term relationships with an established customer base, including an allocated portfolio of key accounts.
  • Act as a key point of contact, developing an understanding of individual customer requirements and preferences.
  • Provide a high standard of customer service, responding to enquiries, requests and concerns professionally and efficiently.
  • Proactively manage customer expectations, providing regular updates and resolving issues as they arise.
  • Identify opportunities to strengthen existing customer relationships and support customer retention.
• Order Processing & Administration
  • Process customer orders received via telephone and email, ensuring accuracy and completeness.
  • Enter and maintain customer orders using Sage and the company's internal systems.
  • Prepare and issue order acknowledgements, confirming pricing, quantities and expected delivery dates.
  • Maintain and update the production scheduling spreadsheet, ensuring order information is accurate and up to date.
  • Monitor outstanding orders, identifying discrepancies and escalating issues where necessary.
  • Maintain accurate customer records, order documentation and relevant administrative information.
• Shipping, Logistics & Export Administration
  • Coordinate UK and international shipments using courier services including APC, DHL, FedEx and UPS.
  • Arrange courier collections and deliveries, ensuring shipments are booked accurately and efficiently.
  • Prepare and check delivery notes, commercial invoices and other relevant shipping and export documentation.
  • Ensure shipping documentation meets customer-specific and destination-country requirements, including accurate product descriptions, values and customs information.
  • Liaise with couriers, customers and relevant customs contacts to resolve clearance queries, shipping delays and delivery issues.
  • Process order dispatches within Sage and maintain accurate shipment records.
  • Monitor shipments, investigating delivery discrepancies, delays and failed deliveries.
  • Ensure customer-specific shipping instructions and delivery requirements are followed.
• Quotations & Admin Support
  • Prepare and issue customer quotations, ensuring pricing, product information and delivery details are accurate.
  • Respond to customer enquiries relating to products, pricing, availability and lead times.
  • Support the sales and commercial teams with administrative tasks, customer follow-ups and ongoing enquiries.
  • Identify opportunities to provide additional support to existing customers and strengthen commercial relationships.
  • Assist with general administrative projects and ad hoc tasks, supporting the wider team as required.

Skills & Experience Required

• Previous experience in an office-based customer service, sales support or order administration role.
• Experience processing customer orders and using Sage or a similar order management system.
• Strong customer service skills, with the ability to build and maintain positive, long-term customer relationships.
• Excellent written and verbal communication skills, with a professional and approachable manner.
• Strong organisational and time management skills, with the ability to manage multiple tasks, priorities and deadlines.
• Excellent attention to detail, particularly when processing orders, checking information and preparing documentation.
• Confidence in handling customer enquiries, resolving issues and managing expectations professionally.
• A proactive and practical approach to problem-solving, with the ability to take ownership of tasks and see them through to completion.
• Good IT skills, including Microsoft Office, particularly Excel and Outlook.
• Ability to work independently, use initiative and collaborate effectively with colleagues across different departments.
• Comfortable working in a busy environment where priorities and customer requirements can change.