Customer Experience Executive

We’re hiring a Customer Experience Executive in London with a salary of £30,000 DOE on a full-time basis.

At OX Tools, our vision is to bring the strength of the OX to every tradesperson through passion, design, and relentless pursuit of innovation. Our tools are instinctively recognised as Tough, Dynamic, Different and so are our people.

The Role:

We’re hiring a Customer Experience Executive to play a key role in delivering a seamless, high quality, end-to-end customer journey while supporting sales growth and wider commercial objectives. This role blends customer service excellence, strong operational control and proactive sales activity. You’ll be a trusted point of contact for customers and a key support partner to the Sales team, ensuring customer needs are met efficiently, consistently and commercially.

Key Responsibilities:

• Deliver an exceptional end-to-end customer experience, providing expert product advice and efficiently processing quotes, orders and sample requests.
• Act as a primary point of contact for customers via phone and email, aiming for one contact resolution.
• Proactively investigate, manage and resolve customer issues, identifying root causes and escalating where required.
• Review and manage open orders daily, controlling delivery blocks, billing blocks, delays and open cases.
• Balance operational customer support with inbound and outbound sales activity, identifying opportunities to increase revenue and conversion.
• Support Sales Representatives by maintaining accurate pipelines and progressing opportunities.
• Set up, maintain and optimise CRM and sales automation systems (primarily NetSuite and Power BI).
• Support promotions, low stock updates and sales initiatives to ensure opportunities are progressed to completion.
• Attend Monthly Global Sales Calls and Weekly Team Huddles, sharing customer and operational insights.

What we’re looking for:

• Customer focused but commercially driven, with confidence to sell, upsell and spot opportunities.
• Comfortable working in a sales environment and motivated by targets and results.
• Highly organised with strong time management skills.
• Confident communicator with excellent problem solving and conflict resolution skills.
• Experience using CRM or sales systems.
• Proactive, resilient and comfortable challenging processes to improve outcomes.
• Enjoy taking ownership and accountability for your results.
• Comfortable working in an office environment in the heart of London.

KPI's:

• Maintain a monthly answer rate of 97%+.
• Reduction and control of open cases, maintaining 40 or fewer active cases.
• Strong understanding of products, promotions and new launches.
• Proactive creation of sales opportunities through customer contact.
• Successful delivery of agreed sales initiatives.

Desirable Skills:

• Strong customer service and phone based sales experience.
• People oriented and results driven.
• Excellent written, verbal and interpersonal communication skills.
• Strong relationship building and influencing skills.
• Ability to analyse problems and develop effective solutions.
• Excellent organisational skills and attention to detail.
• Ability to prioritise tasks and delegate when appropriate.

What’s in it for you?

• 23 days holiday + birthday + volunteer leave.
• Flexible hybrid working - (4-5 days in the office).
• Professional development and broad commercial exposure.
• Company pension scheme.
• A vibrant, supportive team culture.