Customer Care Executive

Job Title: Customer Care Executive

Line Manager: Head of Customer Care

Location: Aylesford, UK

Working Hours: 8.00am – 4.30pm

A Bit About The Role

We are looking for a Customer Care Executive who is detail-oriented and proactive. You will support the end-to-end order lifecycle while working with both internal stakeholders and external customers to ensure smooth and efficient operations.

Key Responsibilities

• Accurately create and process customer orders within the system, verifying stock availability and aligning delivery dates with lead times
• Follow up with clients and the sales team to obtain any missing details that may delay order processing (e.g., upholstery selections, official/amended purchase orders)
• Generate and manage sample orders as requested
• Perform stock checks for customer orders and internal departments
• Raise new part requests and complete order entries once goods are received
• Send out Sales Acknowledgements for all confirmed orders
• Proactively contact customers on a weekly basis to confirm readiness for delivery; coordinate with the workshop and delivery team as needed
• Collaborate with the Purchasing team to obtain and update product lead times
• Liaise with the Workshop and Delivery teams to coordinate production and dispatch schedules resolving any amendments or delays
• Request and set up new customer accounts, working closely with the Finance department to establish credit limits
• Ensure all paperwork and system records related to orders are accurate and up to date
• Resolve customer issues by identifying problems and implementing effective solutions
• Provide additional order processing support during peak periods or when covering team holidays
• Actively contribute to process improvement initiatives by identifying inefficiencies and suggesting enhancements
• Answer incoming calls, take messages, and provide occasional reception support including handling post and welcoming visitors
• Respond to client enquiries directly or refer them to the appropriate internal or external team members
• Perform a variety of administrative tasks to support the Sales Team and other internal departments
• Any other ad hoc duties as required by the business.

Requirements

• Proven experience in order processing, sales support, or a similar administrative role
• Experience working with ERP or CRM system
• Excellent IT skills with competent use of Microsoft Office
• Ability to prioritise urgent and important work over non urgent or important tasks
• Strong organisational and time management skills with the ability to prioritise tasks effectively
• Excellent attention to detail and a high level of accuracy in data entry and documentation
• Confident communicator with strong written and verbal communication skills
• Customer-focused with a proactive approach to problem-solving and issue resolution
• Ability to work independently and as part of a team in a fast-paced environment
• Ability to cover for other team members when on leave or to relieve excessive workloads.
• Happy to work to tight deadlines.
• Excellent written and verbal communication skills
• You embody our company people values:
  • Teamwork – Collaborate effectively with humility, appreciating and integrating individual skills and perspectives to achieve collective goals
  • Committed – Dedicate yourself fully to your role, going above and beyond with self-motivation and loyalty to achieve individual, team, and company goals
  • Ownership – Take full responsibility for your work, performance, and conduct, acting with integrity, staying organised, and learning from feedback and mistakes
  • Positive – Approach tasks with optimism and innovation, viewing challenges as opportunities, and bringing energy and enthusiasm to inspire and motivate others
  • Responsive – React quickly and effectively to needs and feedback, prioritising tasks with urgency, embracing change, and maintaining a proactive approach

Benefits

• We were proudly featured in The Sunday Times as one of the Best Places to Work 2024 & 2025
• Competitive pay
• Pension scheme
• A Healthcare Cash Plan – You can claim for medical expenses, dental or optical services, as well as access to 100s of deals and discounts
• 23 days annual leave + UK bank holidays
• An extra day\’s leave for your birthday
• All new starters, we’ll plant a tree in your honour. We currently have trees planted in the UK, Tanzania, Uganda, Kenya, and Madagascar
• Sustainability-focused – We’re committed to reducing our environmental impact through low carbon operations, renewable energy, and recycled materials
• Regular team socials and events, including summer and Christmas parties. As well as football and netball teams, and other ad hoc events
• Monthly pizza Friday
• Enjoy free fruit, snacks, hot drinks, and cold beverages
• Employee referrals bonus scheme
• Access to our Learning & Development platform, offering a wide range of online courses, certifications, and professional development tools to support your career growth and skill enhancement
• High-quality office environment
• Free onsite parking / within walking distance from the train station

We are an equal opportunities employer. We welcome applications from all suitably qualified persons. We are committed to preventing modern slavery and ensuring fair recruitment practices.