Customer Support Executive – Stokenchurch

We are currently looking to recruit a Customer Support Executive to be based at the Stokenchurch site.

Purpose

To support the sales team in order for them to deliver excellent customer support to all BFC customers in all aspects and ensure that they see BFC as easy to deal with. This includes processing customer orders, responding to customer requests effectively, supporting the sales team, liaising with other parts of the business and to be pro-active in ensuring the business exceeds the expectations of customers, ensuring BFC remains their supplier of choice

Key Responsibilities

• Answer inbound calls, emails from central sales inbox and internal requests
• Deal with general customer enquiries and day to day orders
• Load sales orders
  • BS (Standard Order) (including B2B where possible)
  • BF (Forward Order)
  • BCO (Call of Order) if presented from the account manager with signed off by the business
  • BCON (VMI – scanned order)
• Order Books
  • Complete all order books within agreed time scale from the customer
• Sales Support
  • Assist account managers with sourcing where needed
  • Send RFQ requests to be designated suppliers or procurement team if LLT part provided by account managers
  • Create quotations in Winman for account managers
  • Follow up on quotations to in increase sales opportunities
  • Telesales – outbound calling to low spend current customers
• Outbound Shipments
  • Book collections for export customers
  • Complete online booking through customer portals where required
  • Update Outbound tracker with all outbound shipments
  • File all relevant documents into designated folder for full traceability
  • Ensure all documentation is correct to allow goods to pass customs without delay
• Reporting (Power BI)
  • Provide data to Account Managers on parts sold at a loss (Monthly)
  • Provide data to Account Managers on parts sold below 25% (Monthly)
  • OTIF – review the on time in full report daily, communicate directly and indirectly (via account managers) with customers where there is a date mis match (Daily)
  • BCO Call Off – Review parts that have expired and communicate with account managers to discuss options with the customer (Monthly)
• Creating Internal Picks Notes
  • Manage outbound shipping dates in line with customer requirements and co-ordinate with the warehouse team
  • Creating pick notes through the Shipments page
  • Ensure we are minimising transport costs where possible (orders consolidated where applicable)

Other Key Responsibilities

• Maintain confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure (complying with GDPR regulations)
• To support the business in other aspects and areas as and when required
• Ensure a high standard of housekeeping, cleanliness and tidiness across the organization. To remain vigilant in the prevention accidents and to minimise waste in line with the company’s environmental and sustainability policies
• Ensure new customer accounts are set up correctly and help maintain up to date information on the system
• Any other tasks deemed required to fulfil the tasks and responsibilities of a sales office environment

Skills and Profile Required

• Possesses administrative experience, ideally in a sales environment, answering inbound calls and emails and deal with general customer enquiries and day-to-day orders (Essential)
• Ensure customers are set up correctly and help maintain up-to-date information on the system (Essential)
• Ensure customers receive outstanding support, where all their expectations and requirements are met (Essential)
• Ability to work to a basic level in Excel (Essential)
• Good interpersonal and communication skills, with a keen eye for detail (Essential)
• Ability to work well both independently and in a team and demonstrates initiative and problem-solving skills (Essential)
• Strong organisational and planning skills (Essential)
• Good command of the English language, both written and spoken (Essential)
• Product knowledge in Fasteners (Desirable)

The Benefits:

• 23 days holiday rising to 25 days holiday after five years’ service (plus UK bank holidays)
• Annual Bonus (should the business hit agreed targets) – after probationary period
• Stakeholder pension scheme
• Life Insurance
• Holiday Buying Scheme (giving you the opportunity to buy an additional five days’ holiday) – after probationary period
• Cycle Scheme – after probationary period
• Health Cash Plan Scheme (after one years’ service) including:
  • Dental
  • Optical
  • Health & Wellbeing and health screening
  • Combined Physiotherapy
  • Chiropody
  • Employee Perks Portal
  • Optional cover for family
• Training opportunities
• Excellent career progression opportunities
• Ad-hoc employee functions including annual Summer Social (usually held in June each year)
• Free car parking

Additional job details:

• Hours – 38.5 hours per week 8.30am-5pm (Monday-Thursday), 8.30am-3.30pm (Friday)
• Location – Stokenchurch
• CVs will be reviewed as they come in – please forward to HR@tibbettsgroup.com