Customer Experience Executive

Reports to Customer Experience Manager

Location: Newton Abbot, Devon (office-based with some flexibility)

Contract: Permanent, full-time (40 hours per week)

Salary: Up to £29,000 per annum + benefits

The Company:

Established in 1984, AUK Group is a family-run company operating three distinct brands – AUK Hygiene, Modu Hygiene and SWS Hardware. We pride ourselves on delivering quality products, excellent service and long-term partnerships with our customers. AUK Hygiene is a leading UK manufacturer and supplier of cleaning chemicals and hygiene products serving the commercial cleaning, public, education and leisure sectors. Modu Hygiene creates and distributes custom-branded hand care dispensing solutions for wholesale purposes. SWS Hardware provides bespoke and high-quality hardware solutions for premium interiors to the construction industry.

The Role:

We are seeking a proactive and engaging Customer Experience Executive to join our friendly and supportive team. This is a fast-paced but calm working environment where you’ll play a key role in delivering an outstanding customer journey across all touchpoints. You’ll provide high-quality inbound and outbound customer service via telephone, email and chat, ensuring a smooth ordering process from enquiry through to delivery. This is a customer service position in a warm and friendly sales focused environment, where you’ll also support our sales team, following up on leads and website enquiries, helping customers select the right products and encouraging repeat business. Working closely with internal teams, you’ll resolve queries efficiently, manage delivery issues and ensure every customer interaction reflects our positive and professional brand.

Key Responsibilities:

• Responding promptly and professionally to customer enquiries via telephone, email (ZOHO) and web channels.
• Supporting customers through the full order journey, from initial enquiry to delivery and aftercare.
• Assisting customers in selecting and purchasing the correct products for their needs.
• Accurately processing orders, quotes and updating customer accounts and systems.
• Monitoring delivery requirements and ensuring orders are dispatched correctly and on time.
• Managing delivery queries and issues, liaising with warehouse and transport teams to resolve efficiently.
• Communicating delivery delays, shortages or issues clearly and proactively to customers.
• Processing returns and collections with clear instructions and follow-through.
• Proactively following up on inbound sales leads and enquiries.
• Maintaining accurate records of customer interactions using CRM systems.
• Collaborating with internal teams to resolve complex issues and improve service delivery.
• Supporting the team in achieving targets including customer satisfaction, on-time delivery and sales performance.
• Providing additional support to the wider Customer Experience team when required.

The Person:

You will have proven experience in a business-to-business, sales-focused customer service role, ideally within a product-based environment such as FMCG, retail or wholesale. A confident and engaging communicator, you’ll be comfortable handling calls and building rapport with customers, delivering a professional and positive experience every time. You’ll enjoy working in a fast-paced setting, whilst maintaining strong attention to detail and accuracy. You’ll be proactive, reliable and organised, taking ownership of your work and treating the brand as your own. A natural team player, you’ll work collaboratively with colleagues to ensure the best outcomes for customers.

You will also bring:

• Strong IT skills, including MS Office
• Excellent communication and telephone skills
• A proactive, self-motivated approach
• High attention to detail and strong organisational skills
• Ability to manage multiple tasks and meet KPIs
• A positive, dependable and professional attitude
• Experience with Orderwise or ZOHO Desk would be advantageous.

The Rewards:

We offer a competitive salary of up to £29,000 per annum, 25 days’ holiday plus bank holidays, staff discounts, access to a profit share scheme, and the opportunity to be part of a supportive and growing business. Due to continued growth, we may appoint more than one candidate for this position. If you’re passionate about delivering excellent customer experiences and want to be part of a friendly, professional team, we’d love to hear from you.

Equal Opportunities:

We are an equal opportunities employer and welcome applications from all backgrounds. We value diversity and are committed to creating an inclusive, respectful workplace for everyone.

Closing date for applications: Wednesday 8th April 2026. No agencies please.