Customer Service Executive in Bridgend

Jennifer Griffiths Recruitment are seeking to appoint a proactive and forward-thinking Customer Service Administrator with at least 2 years' experience serving customers within an office-based role.

Reporting to the Head of Customer Service and Sales Director, you will be an important member of the operations team, providing exceptional communication and service levels to ensure an excellent customer experience.

You will proactively support the sales team, freeing them up to spend more time selling and in front of customers - while managing orders, customer queries, CRM records, proposals, and project coordination.

Skills and Experience

• Excellent communication skills (verbal & written).
• Highly competent in MS Office especially Outlook, Powerpoint, Word, Excel.
• Experience in creating presentations to a high standard.
• Flexible with strong organisational skills & self-discipline.
• Strong ability to prioritise and follow up.
• Take ownership over your own projects.
• Takes pride in delivering high-quality work.
• Is committed to supporting others.
• Proactive, self-motivated, and customer focused.
• Committed to continuous improvement.
• Strong attention to detail.
• A collaborative team player who works effectively with others to achieve results.
• Proactively anticipates and supports the needs of the sales team.
• Respond to customer emails promptly and serve as the first point of contact for all incoming telephone calls, handling queries professionally and efficiently.
• Respond to all customer enquiries regarding orders and provide proof of deliveries when requested.
• Process and despatch orders within allocated timeframes, providing order confirmations and estimated delivery dates.
• Communicate stock shortages and delays to customers in a timely manner.
• Manage quotation requests for the sales team and existing customers relating to stock items.
• Process and track customer meeting action points, updating the CRM system accordingly.
• Ensure all sales team meeting action points and proposal requests are completed promptly.
• Prepare and deliver product-specific proposals and presentations, including labour, plastic, and CO₂ savings calculations, and record activity within the CRM system.
• Ensure all proposals are followed up with a telephone call.
• Register incoming sales leads and escalat[e] or follow up with the sales team as required.
• Send proactive content emails to existing customers, sharing relevant advice, updates, and new products or solutions.
• Upload and update cases on the CRM database daily.
• Resolve CRM cases in accordance with company procedures.
• Attend internal or handover meetings with Ops team and client in preparation for deliveries.
• Maintain accurate project records across internal systems on a daily basis.
• Ensure all projects are accurately loaded onto internal systems.
• Work collaboratively with the Operations and Design teams to manage project builds and approve visuals.
• Keep customers informed of project progress through to successful completion and delivery
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