We have an exciting opportunity for a full time Customer Service Executive to join our friendly team. Here at Kinley we pride ourselves on offering first class customer service.
Kinley is an evolving and fast-growing family company. We don’t just want to improve how things are done. We want to solve new challenges. By turning a problem on its head and exploring new, interesting ways to fix it, we continue to move forward and stay at the forefront of innovation.
As a Customer Service Executive with Kinley, your Primary Purpose will be to deliver world class customer service for our customers, with a focus on stock orders that require quick turnaround – processed within minutes of arriving in the inbox.
Main responsibilities would be:
- Taking incoming calls
- Monitoring the orders inbox continuously throughout the working day so nothing sits waiting
- Processing all quick-turnaround stock orders within minutes of them arriving in the inbox
- Acknowledging every order immediately so the customer knows it is in hand
- Taking orders and processing them accurately, ensuring they’re delivered correctly and to spec
- Responding to customer requests for quotes on standard products within the agreed timeframe
- Linking quotes and orders to projects as assigned by the Sales Manager
- Updating clients proactively on lead times and flagging any potential hold-ups before the customer has to ask
- Following up on delivered orders, gathering feedback and creating follow-up tasks for the sales and business development teams where needed
- Occasionally overseeing sample despatch and following up delivery, creating tasks for the sales team accordingly
- Ensuring a seamless customer journey from inception through to delivery and back into the customer journey cycle
Other Responsibilities Include:
- Efficiently managing emails from customers
- Working towards the bigger picture and growth of Kinley
- Morning huddles
Performance Indicators:
- Speed of order processing – reactive orders actioned within minutes of arriving in the inbox
- Responding to clients within 1 working hour
- Order accuracy – right product, right spec, right delivery, first time
- Positive customer feedback/reviews
Skills and Attributes Required:
- Genuinely cares about the customer – treats every customer as king and takes personal pride in their experience
- Naturally responsive and urgent – thrives on turning things around quickly without sacrificing accuracy
- Friendly and welcoming disposition, personable and enjoys working in a team environment
- Excellent and positive communication skills
- Ability to perform without supervision; must be able to be trusted
- High level of adaptability and willingness to perform given tasks
- Attention to detail and time keeping must be excellent
- Good standard of education
This is a key role working directly with our customers. The role is office-based in East Sussex, 8am-5pm Monday to Friday.
You will have a drive for success, be self-motivated, committed to delivering excellent service with great interpersonal skills, and someone with a high level of accuracy and attention to detail. You will be a key fit with the 5 Kinley values – Quality, Innovation, Integrity, Passion, People.
If this is you, then we would love to receive your CV!
Job Types: Full-time, Permanent
Pay: £27,000.00-£32,000.00 per year
Benefits:
- Company events
- Free parking
- Referral programme
- Sick pay
Education:
- GCSE or equivalent (required)
Experience:
- customer service: 1 year (required)
Licence/Certification:
- driving licence with own transport (required)
Work Location: In person
