Customer Services Executive in Loughborough

MaxAd 7202

Customer Service Executive

Loughborough, Leicestershire

£32,000 - £34,000 + Company Bonus + Benefits

Are you a personable and proactive customer service professional who enjoys building genuine relationships, solving problems and making life easier for customers?

This is a wonderful opportunity to join a successful, independent family business with a proud 50-year history and annual turnover exceeding £10 million. You will become part of a friendly and supportive team where excellent service means providing a genuinely personal, human experience, not simply processing orders.

Working within a close-knit team of three, you will act as a trusted point of contact for a portfolio of business customers across the Midlands. You’ll handle a varied range of inbound enquiries from customers, suppliers and delivery drivers, taking ownership of each request and ensuring it reaches a positive conclusion.

The ideal candidate will be prepared to listen carefully, ask the right questions and investigate their client’s purchasing history to understand what they need. The emphasis is firmly on making every interaction straightforward, helpful and enjoyable.

Key Responsibilities

• Building strong, lasting relationships with business customers
• Processing orders received by telephone, email and online
• Responding to product, pricing and availability enquiries
• Preparing quotations and following up appropriately
• Resolving delivery, product and service issues quickly and professionally
• Managing returns, invoice queries and credit notes
• Monitoring customer back orders and providing proactive updates
• Reviewing customers’ previous orders to help identify the products they require
• Promoting weekly offers and recognising appropriate opportunities to generate additional sales
• Handling enquiries from suppliers, delivery drivers and other contacts
• Working closely with Purchasing, Operations and the warehouse to deliver excellent customer outcomes

This is primarily a reactive, inbound customer service role. Although commercial awareness is important, success will come from listening, understanding and responding in a thoughtful and helpful way. It is not a heavily scripted call-centre position or a high-pressure outbound sales role.

Previous experience within office supplies or B2B customer service would be useful, but it is not essential. More important is your ability to connect with people, take ownership and provide the kind of service that customers remember for the right reasons.

Skills & Experience

• Previous experience in a customer service, account management, sales support or similarly customer-facing role
• A friendly, confident and professional telephone manner
• Excellent listening and relationship-building skills
• A genuine desire to help customers and resolve problems
• The confidence to communicate with people at every level
• Strong organisational skills and attention to detail
• A proactive approach and the ability to use your initiative
• Commercial awareness and the confidence to identify suitable additional sales opportunities
• Competent IT skills, including Microsoft Word and Excel
• GCSE Maths and English at Grade C/4 or above, or equivalent

You’ll benefit from joining a stable, long-established family business with a supportive culture, no weekend working and genuine opportunities for career development.

This is a full-time, permanently office-based position in Loughborough. The role involves regular interaction with colleagues across Customer Service, Purchasing, Operations and the warehouse, so remote or hybrid working is not available.

The office is within easy walking distance of Loughborough town centre, local bus routes and the railway station. Applications are therefore welcomed from drivers and non-drivers, although the position is likely to suit someone living within approximately 30 minutes of Loughborough.