Customer Services Executive

Techtronic Industries (UK) Limited is part of the global TTI group, who are world leaders in cordless technology. TTI manufacture and sell power tools across the world. TTI UK distributes Milwaukee and Ryobi products through a variety of channels to retail customers and end users. We continue to grow in an established and stable market.

The role of Customer Service Executive will be working within our Operations department, within our Customer Service Business to Business team. You will be working within a fast-paced team and the purpose of this role is to work with customers to resolve enquiries.

This is an exciting opportunity to work within our growing team in our new offices in Marlow! We will offer a work from home option (which is to be agreed directly with your line manager upon successful completion of your training).

As part of working for TTi, we offer many exciting benefits! It's our people that are crucial to the success of our business and therefore we offer a vast range of comprehensive benefits to our team.

• Free on-site parking at the office
• A non-contractual work from home option (ideally on successful completion of first 3 months of employment)
• 25 days holiday + bank holidays
• Private Medical & Dental Insurance
• Group Life Assurance Benefits
• Annual Gym Allowance
• Discounted Milwaukee and Ryobi products
• Access to our TTi Benefits Hub which includes discounts with many high street retailers
• Support towards Eye Sight Tests for DSE use
• On-site 3rd party restaurant and coffee shop in our offices

As well as the above benefits, the wellbeing of our employees is of utmost importance to us and we offer an Employee Assistance Programme, giving employees access to a confidential helpline 24/7.

Key Responsibilities:

• Deal directly with customers either by telephone, electronically or face to face
• Manage all customer orders as per the internal SOP's and customer vendor compliance
• Manually processing large complex orders via SAP
• Updating SOP process documentation
• Handle and respond efficiently to all general and order specific customer enquiries
• Provide pricing and delivery information
• Obtain and evaluate all relevant information to handle product and service enquiries
• Maintain customer data bases, pricing and delivery information generating workflows
• Organise workflow to meet customer timeframes
• Log details of enquiries, comments and complaints and details of actions taken
• Effectively manage the complex customer complaints and escalate it to the right stakeholders to support resolutions
• Provide feedback on the efficiency of the customer service process and areas of improvement
• Prepare and distribute customer activity reports
• Communicate and coordinate with internal and third-party stake holders to include Sales, Planning, Logistics and After Sales Support to manage queries
• Carry out other ad-hoc duties as required from time to time

Skills Required:

• Proven customer service experience across a range of business sectors
• Excellent data entry, typing and analytical skills
• Excellent telephone manner
• Ability to communicate clearly and accurately at all levels
• Strong Ms Office Skills
• Excellent time management and goal orientated focus
• SAP knowledge is preferable
• Sales order processing with FOB experience ideal