Customer Support Executive (USA Territory)
About Us:
We are the world’s leading manufacturer of highly durable identification labels, trusted by over 15,000 industrial and laboratory customers globally.
Our labels are found on vaccines for global biotech companies, deep-sea oil platforms, the International Space Station, satellites, Formula 1 cars, and much more. Our customers include some of the world’s most respected blue-chip organisations across industries such as Aerospace, Military & Defence, Electro/Mechanical Equipment Manufacturing, Telecommunications, Automotive, Government, Clinical Laboratories, and Hospitals.
The Opportunity:
We have a fantastic opportunity for a Customer Support Executive to join our team and provide administrative support to our growing base of American customers. This is a UK office based role (Worthing, West Sussex), working American East Coast hours to align with our customers’ working day.
You will play a critical role in supporting our sales team and ensuring a seamless customer experience.
Key Responsibilities:
- Handling and/or fielding inbound calls and emails to the team.
- Input new leads, enquiries, and cases into our CRM system with accuracy.
- Maintain accurate and up-to-date customer records.
- Provide pricing for repeat quotes and order requests.
- Processing all customer orders on our CRM system.
- Proactively guide customers from order receipt to artwork/format approval.
- Respond to requests for certifications, compliance information, and delivery updates.
- Ensure an exceptional customer experience is consistently delivered.
- Manage reminder emails based on customer reorder forecasts.
- Oversee our automated dunning process and escalate debt concerns when necessary.
Please note: This is an administration-focused, process-driven role.
What We’re Looking For:
- Proven customer service experience in a B2B sales environment.
- Strong administrative skills and attention to detail are essential.
- Ability to work at pace with precision and accuracy.
- Excellent written and verbal communication skills across Teams, email, and phone.
- Collaborative team player who thrives in a supportive environment.
- Previous experience of working with a CRM system is beneficial.
- Highly organised with the ability to prioritise tasks in a busy setting.
A CILS Customer Support Executive is one of three important roles in each sales territory, working closely with the Customer Partnership Manager and Business Development Manager. Together, you’ll ensure revenue growth and deliver our ‘No Fail Commitment’ through ‘Complete Customer Care’.
Due to the collaborative nature of our working environment, the role is 100% office-based at our Worthing Head Office.
Working Hours
- Monday to Thursday: 12:00pm – 9:00pm
- Friday: 12:00pm – 6:00pm
What You’ll Receive
In addition to working in a forward-thinking and supportive team environment, you’ll receive a competitive benefits package that includes:
- 25 days annual leave
- Private medical insurance
- Life insurance
- Contributory pension scheme
- Contemporary break-out area
- Free on-site parking
Additional perks:
- Casual dress code
- Company events
Our Values
We are innovators and leaders in durable label technology, continually pushing boundaries to solve our customers’ most complex challenges. We take ownership of our work, collaborate closely, and never compromise on quality. Just like our labels, our customer relationships are built to last.
If you’re passionate about delivering exceptional support and being part of a high-performing team, we’d love to hear from you.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
Application question(s):
- This is a full time position, located on-site at our Worthing head office. Are you OK with a full-time office based role?
- Are you happy to work American East Coast hours?
Work Location: In person
