Customer Service Executive

About V12
At V12 Footwear, we design and build safety footwear that keeps people protected in some of the toughest working environments. From offshore rigs to factory floors, our boots help teams perform their best — safely and comfortably. Since 1998, we’ve grown from a small UK start‐up into a trusted global brand, supplying industry leaders like BP, Rolls‐Royce, Honda, and Sky. What sets us apart isn't just our products — it’s the way we work: with integrity, collaboration, and an obsession with getting things right. We’re on an exciting growth journey, expanding our reach and deepening relationships with distributors worldwide. That’s where you come in.

About the Role
We’re looking for a Customer Service Executive who brings energy, empathy, and precision to every interaction. In this role, you’ll be the voice of V12 — building relationships with distributors, customers, and internal teams to make sure every order, enquiry, and interaction runs smoothly. This isn’t just about answering phones and processing forms — it’s about being the reliable voice our customers trust, the one who turns challenges into solutions and keeps things moving.

Core Responsibilities

• Customer Support
  Provide timely, accurate, and professional assistance to customers. Respond to queries regarding orders, products, pricing, and stock availability. Build and maintain strong relationships with customers through effective communication and follow‐up.
• Customer Satisfaction
  Champion a customer‐first culture by maintaining a closed‐loop Net Promoter Score (NPS) feedback process. Monitor and analyse feedback to identify opportunities for improvement and enhance the customer experience.
• Order & Returns Processing
  Ensure smooth and efficient handling of all customer orders and returns within V12's Service Level Agreements (SLAs). Manage special customer processes (e.g. Amazon orders), including creating commercial invoices, shipping labels, and booking collections or deliveries.
• Proactive Selling
  Identify opportunities to upsell and cross‐sell products during customer interactions. Encourage customers to increase order values (e.g. meeting "carriage paid" thresholds) to maximize revenue and customer value.
• Customer Service Administration
  Complete administrative tasks such as daily invoice runs, monitoring EDI orders, and allocating backorders as stock arrives. Support the wider customer service team with process improvements and internal coordination. Taking payments over the phone for customer’s proforma orders and to pay off their account. Update stock on the website every week, on a Monday. Sales rep support- stock reports/customer request support. Special price monitoring and updating in the system each month.

Key Activities & KPI's
Orders Keyed under 60 mins & Accuracy. Open enquiries. Phone calls handled. Daily/weekly checks complete. NPS score.

Competencies and Skills
Strong communication and interpersonal skills—both written and verbal. High attention to detail with excellent organizational and multitasking abilities. Customer-focused mindset with a genuine desire to help others. Experience in order processing, sales support, or customer service (preferably within a B2B environment). Comfortable using CRM, ERP, or order management systems (experience with EDI is a plus).

Package
33 Days paid holiday (21 days + BH + 4 days reserved for end of year closure). Your birthday off. Company wide bonus scheme (GBS). Employers Assistance Programme. Employers Pension Contribution at 3% with Aegon. Regular Reward & Recognition. A collaborative, ambitious and support team.