Customer Success Executive

Customer Success Executive (B2B)

About Us

Tom Dixon is an iconic British design and manufacturing brand with a commitment to innovation. We design, develop, and sell extraordinary objects and spaces for everyday use, including lighting, furniture, and interiors. www.tomdixon.net

About the Role

As part of our ongoing ambition to deliver a world-class customer experience we are looking for a Customer Success Executive to deliver unparalleled customer service to our partners in wholesale, contract, and distributor customer segment.

You will be responsible for:

• Customers: support a portfolio of customers for your specific geo-regions, maintain a close relationship with them as one of their key contacts. You will work closely with the Sales Manager/s assigned to your area to ensure that we deliver the best experience to our customers and going above and beyond to deliver fast and efficient order flow.
• Order Management: process customer orders daily and coordinating the process from the moment the order is received to the moment it is delivered to your customer. Daily open order management is essential and would play the biggest part of your role, reserving stock against stock available, managing inbound stock allocations against your orders, obtaining and creating export documentation and coordinating shipments for your clients to ensure a seamless order flow.
• Aftersales: responsible for the aftercare aspects of all your orders, handling quality claims, product questions, delivery queries, collections, credits and returns.
• Relationships: it is key to build close partnerships with our internal team such as Sales, Agents, Finance, Planning, Range, and Logistics to achieve maximum fulfilment for your orders.
• Communication: manage and respond to customer queries via calls and emails (Product / Logistics / Aftersales) within agreed KPI’s, with enthusiasm and a can-do tone. Liaise with our planning department, warehouse, sales team, and partner freight forwarders.

About the Person

You are a self-starter with previous experience in customer service (B2B) who is driven by delivering exceptional customer experience and business growth. An academic background in a related subject and/or demonstrable experience working for companies operating predominantly in the wholesale or retail space will be advantageous for this role, along with prior sales experience.

You will:

• Have strong priority management and organisational skills – take pride in being organised and methodical with a keen eye for detail.
• Have an exceptional communication style – perfect command of written and spoken English.
• Have a resilient and proactive mindset – thrive on autonomy and ambiguity, and love to proactively create plans and structure their work. Have an exceptional work ethic and remain unfazed by customer demands and our rapid pace of work.
• Be proactive from end to end – have the ability to follow up and follow through with high attention to detail, from the moment an order is placed until it is delivered to customers and ensuring the customer is always updated.
• Have a positive attitude – care about our customers and naturally put themselves in their shoes. Take pride in delivering an exceptional service, spotting what needs to get done and go the extra mile for our customers. This, combined with charming disposition, enables them to foster authentic connections and relationships that sustain and deliver.
• Have Competent IT skills – are familiar with all Microsoft Office products and prior experience using Navision would be advantageous.

Our aim is to create a truly extraordinary workplace built on acceptance, respect, and inclusion, where everyone feels that they belong and can make a meaningful contribution. We encourage applicants regardless of religion, ethnicity, nationality, disability status, sex, sexual orientation, gender identity, family, or parental status. If you need any assistance or accommodation during the recruitment process, please let us know.