Concept Resources are in partnership with a growing business working within the construction industry, who are looking for an experienced Customer Service Executive to join their service team. The ideal candidate for this role will have had experience in a similar role in the sector and an e-commerce environment. They will also haves strong administration/IT skills as well as a good level of customer service.

Main purpose of job: As a Customer Services Executive you will be the first point of contact for customers and will be committed to providing world class customer service at all times.

Responsibilities & Duties

* Be the first point of contact to customers on the telephone, Live Chat and the 3 shared email inboxes.

* Help to resolve queries relating to products, deliveries, damages, missing parts, quotations etc.

* Utilise knowledge of couriers and company portals to manage tracking of deliveries and collections.

* Manage customer returns in line with company policy.

* Confidently use the Warehouse Management system for processing web orders, creating purchasing orders for third party suppliers (web orders), highlighting stock issues, and other areas of customer support as required.

* Daily task completion within the Amazon portal.

* Deal confidently with negotiations/discussions with the customer around replacements/returns of damaged goods/goods sent in error etc.

* Maintaining continuous contact with customers who have long lead times on deliveries.

* Respond to all forms of communication in a professional manner and provide a first class customer service at all times.

* Be committed to continuous improvement to processes within the Customer Services department

* Build and maintain relationships with key stakeholders; warehouse, finance, marketing.

Person Specification

* Experience in a similar role within an e-commerce environment (industrial, commercial & distribution)

* Strong IT skills (Google Drive) and phone systems (Cisco).

* Experience of working in line with KPIs.

* Working knowledge of CRM tools

* Ability to deal with a variety of daily issues, multitask and prioritise work.

* Methodical with high attention to detail and accuracy.

* Excellent problem solving skills.

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A professional, confident communication style.

* Ability to maintain a professional manner in a pressure situation.

* Excellent interpersonal skills and an ability to develop and maintain effective working relationships with all stakeholders.

* Minimum of 9 GCSE's including English and Maths.

Have the relevant experience? Apply now or call (phone number removed)