Customer Engagement Executive

Customer Engagement Executive Job Description

Salary: £28,000.00-£30,000.00 per annum (dependent upon experience)

Job Title: Customer Engagement Executive

Contract: Permanent, full-time

Hours of work: 9:00 – 17:00

Reports to: Senior Customer Sales Representative

Main Responsibilities:

• Be a primary point of contact for all incoming calls and emails, responding to queries professionally and redirecting as appropriate.
• Take orders, closing sales and processing orders from a range of customer types efficiently, whilst demonstrating excellent customer service skills within set parameters and according to agreed strategy.
• Keep up to date with all Company prices, products, services, processes, terms, offers, in order to provide accurate information and to allow opportunities to add value for the customer.
• Discuss and offer accounts to commercial prospects or clients not currently making use of trade services.
• Transmit information in a timely and appropriate professional manner and format.
• Use of Company platforms, databases, storage mechanisms, software and hardware supplied, in order to store, record and compile information efficiently, e.g. ensure all quotes provided are recorded as directed and followed up within the time specified by the line manager
• Ensure client files are kept up to date with all relevant information. Prioritise the sourcing of missing details, e.g. email addresses, telephone numbers, etc. Update systems, e.g. the CRM with relevant information promptly.
• Provide clients with all necessary information e.g. in relation to Company products/services/their transactions.
• Proactively generate business, maintain and add to our client base. Contact current and prospective clients to generate jobs/cross sell/manage and maintain the NWR-client relationship. Take responsibility for maintaining and increasing business, particularly from own customers. Seek to increase both the quantity of customers and the turnover value of customers.
• Take responsibility for creating a positive relationship with all NWR customers, especially with the clients for whom you are responsible. Proactively learn about clients’ businesses and their needs, both current and potential to effectively allow the meeting of customer needs. Ensure the client is aware of and informed about our full range of products, services and differentiators/USPs.
• Chase and process outstanding customer payments.
• Determine when issues require escalation and do so as necessary
• Keep the line manager up to date with issues to allow for continual development and to ensure excellent customer service is maintained.
• General administration including:
  • Maintaining Company and client confidentiality at all times.
  • Greet visitors at reception, ask them to sign in and offer refreshments and ensure that colleagues are notified immediately of their visitor’s arrival.
  • Be an efficient and productive member of the team. Plan, prioritise and take direction to facilitate the aims and development of the Company.
  • Adhere to Company policies and procedures at all times in particular the Company’s Health and Safety policy.

The above list is not intended to be exhaustive, and the postholder will be expected to undertake any other duties as directed by their line manager, Senior Management or the Managing Director within the remit of the post.

This job description is subject to change in line with Company development and business needs. Changes will be discussed with the postholder as and when required.

Person Specification:

• Excellent customer service skills (essential)
• Proficient IT skills including the use of Microsoft Office: Word, excel and Outlook (essential)
• Experience with Weighsoft (desirable)
• Sales experience (desirable)

Job Type: Full-time

Benefits:

• Company pension
• Free on-site parking

Work Location: In person