Customer Service Executive in Rochester

Hydraquip is the UK’s largest independent Hose & Hydraulics company, built on the skill and commitment of our employees. Our continued growth means investment in training, career progression, and recognition for quality work.

Why join Hydraquip?

• Competitive salary
• 20 days holiday + bank holidays, increasing with service, with the option to purchase up to 5 additional days each year
• Company pension, wellbeing support & access to a wide‑ranging employee benefits & rewards platform, including a paid volunteering day, Refer‑a‑Friend bonus and Cycle to Work scheme
• Full training and ongoing development provided

Role and Responsibilities:

As a Customer Service Executive, you will be the first point of contact for customers, supporting enquiries through telephone, email, website, and live chat channels. You will assist customers throughout their purchasing journey, process orders and quotations, resolve issues efficiently, and ensure a consistently high standard of service.

Working closely with colleagues, suppliers, and customers, you will play a key role in creating a positive customer experience and supporting the continued growth of Hydraquip's eCommerce and customer support operations.

Key responsibilities include:

• Respond to customer enquiries via telephone, email, website, and live chat.
• Process customer orders, quotations, and returns accurately and efficiently.
• Provide customers with product guidance using available systems, tools, and training.
• Support customers throughout the purchasing process, ensuring an excellent customer experience.
• Resolve customer queries and issues professionally and promptly.
• Maintain accurate customer, order, and communication records.
• Work closely with suppliers and internal teams to ensure timely order fulfilment.
• Support the day-to-day administration of our eCommerce operation.
• Gather customer feedback and contribute to service improvement initiatives.
• Follow up customer enquiries and quotations where appropriate.

Essential Experience

What we’re looking for

• Previous experience within a customer service, customer support, retail, contact centre, or office-based customer-facing role.
• Excellent written and verbal communication skills.
• A genuine passion for delivering outstanding customer service.
• Confidence handling customer enquiries across multiple communication channels.
• Strong organisational skills and attention to detail.
• Ability to manage and prioritise multiple tasks in a busy environment.
• Positive, proactive, and team-oriented approach.
• Good IT skills, including Microsoft Office and online systems.
• Willingness to learn new products, systems, and processes.

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