About the Role
White Horse are proud to be partnering with a well-established business experiencing continued growth across the UK and international markets. We’re seeking a Customer Service Executive who brings energy, empathy, and precision to every interaction.
In this role, you’ll be the key contact for customers and distributors — ensuring every enquiry, order, and request is handled with care and efficiency. This is a great opportunity for someone who enjoys building strong relationships, thrives in a fast-paced environment, and takes pride in delivering exceptional service.
This isn’t just about answering calls or processing orders — it’s about becoming a trusted partner for customers, solving problems, and helping the business deliver on its promise of quality and reliability.
Core Responsibilities
Customer Support
- Provide timely, accurate, and professional assistance to customers.
- Respond to queries regarding orders, products, pricing, and stock availability.
- Build and maintain positive customer relationships through effective communication and follow-up.
Customer Satisfaction
- Promote a customer-first culture and help drive continuous improvement.
- Monitor customer feedback to identify opportunities for service enhancement.
Order & Returns Processing
- Ensure all orders and returns are processed accurately and efficiently within agreed service levels.
- Manage specialist order processes, including preparing commercial invoices and booking deliveries or collections.
Proactive Sales Support
- Identify opportunities to upsell or cross-sell during customer interactions.
- Encourage customers to increase order values and meet carriage-paid thresholds.
Customer Service Administration
- Complete daily administrative tasks, including invoice runs, EDI order monitoring, and backorder allocation.
- Support sales representatives with stock reports and customer requests.
- Maintain and update special pricing and website stock levels.
- Take payments securely over the phone and manage customer account transactions.
Key Performance Indicators
- Order accuracy and processing time (under 60 minutes)
- Resolution of open enquiries
- Call handling efficiency
- Completion of daily and weekly operational checks
- Customer satisfaction (NPS score)
Skills and Experience
- Previous experience in customer service, order processing, or sales support (preferably within a B2B environment).
- Excellent communication and interpersonal skills, both written and verbal.
- Strong attention to detail with the ability to multitask and prioritise effectively.
- Customer-focused approach with a proactive and solutions-oriented mindset.
- Confident using CRM, ERP, or order management systems (EDI experience beneficial).
Package and Benefits
- 33 days’ paid holiday (including bank holidays and Christmas closure)
- Birthday day off
- Company-wide bonus scheme
- Employer assistance programme
- Employer pension contribution (3%)
- Regular reward and recognition initiatives
- Supportive, collaborative, and ambitious team environment
The ideal candidate will be organised, proactive, and committed to delivering high-quality service that exceeds customer expectations. This role provides an engaging work environment where your communication skills can truly make a difference.
Salary £24-26k