Customer Service Executive

Thomas Kneale & Co Limited, established in 1947, supplies high-quality bed and

bath linens to public sector organizations including police, ambulance

services, fire and rescue, and private accommodation providers. Our products

comply with British and European Standards and are designed for durability and

commercial use. We hold BS EN ISO 9001: 2015 accreditation for quality

assurance. Our rigorous Corporate Social and Ethical policies ensures strict

protocols throughout our supply chain. We are employee owned which means we

share part of our profits amongst the team. We recruit people who are looking

for long term, secure employment, not for 'job hoppers' in an environment where

mutual result and supporting of each other is the norm. We are around 20 people

in number, so the team is small enough to be personal and where everyone knows

each other.

Role Description

You will work as a key member of a small, close knit team aiming to meet customer requirements of correctly specified products & service. This will extend right across an established process from new lead/enquiry to order fulfilment and include ongoing & effective account support

Key Responsibilities

• Answering of incoming calls and distribution to the correct department
• Speaking with customers to understand their product requirements
• Build professional relationships based upon partnership & trust
• Support rest of team to grow established accounts by developing an understanding of customer requirements, correct product specifications & performance expectations
• Recognize potential for & promote introduction of new products (full training will be provided)
• Account support allocated customers through email and telephone & maintain appropriate up to date records and spreadsheets
• Provide information & support as required by Senior Account Manager to enable timely & appropriate customer dialogue
• Liaise with Logistics Department on stock availability
• Process customer orders and liaise with them on expected delivery dates
• Combine with direct team members to complete full quotation documentation for customers
• Arrange, send & record requested samples
• Promote customer awareness of full range of company products
• Liaise with Finance Dept & implement company credit & cash flow disciplines
• Contribute to the company ambition to maximize customer satisfaction through delivery of overall best value
• Develop good relationships with all company departments through interactive dialogue & appreciation of all activity to deliver effective working and customer benefits
• Be an ambassador for the business sharing valuable knowledge, insights and analyses with colleagues

Key Internal Relationships

• Senior Account Manager – ongoing daily contact
• Logistics – To keep engaged on new and changing customer requirements, to update and be advised
• Finance – To set up of new accounts and understand overdue payments

Key External Relationships

• All customer buyers and procurement teams
• Customer Account Managers

Required Skills/Qualifications

• Experience in working in a customer facing role (by phone and email, as there is no face to face)
• Able to communicate with all seniority levels and departments internally and externally
• Capable of responding to different personality types and styles
• Assured in responding positively to challenging customers
• Confident with good professional skills
• Organized and ability to prioritise
• Not disrupted by fast changing priorities & demanding timescales
• Driven, eager to learn and a strong work ethic
• Household textiles background preferred, but not crucial

General

This is an exciting opportunity within a highly successful company which recognizes the value of the talented individual as part of a motivated and effective team. The successful candidate would be working in a key position and the role will offer secure employment, variety, and excellent career development opportunities.

Seniority level

Entry level

Employment type

Full-time

Industries

Textile Manufacturing

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