Job Description

JOB TITLE: Customer Care Executive


LOCATION: Aylesford, Kent


WORKING HOURS: 8am - 4.30pm. Office based


A bit about the role..


We're excited to offer an opportunity for a Customer Care Executive to join our team. In this role, you'll play a key part in managing the end-to-end order lifecycle, working closely with both internal stakeholders and external customers. We're looking for a detail-oriented, proactive individual who can help ensure smooth, efficient operations and deliver an outstanding customer experience.


Responsibilities


Accurately create and process customer orders within the system, verifying stock availability and aligning delivery dates with lead times.
Follow up with clients and the sales team to obtain any missing details that may delay order processing (e.g., upholstery selections, official/amended purchase orders).
Generate and manage sample orders as requested.
Perform stock checks for customer orders and internal departments.
Raise new part requests and complete order entries once goods are received.
Send out Sales Acknowledgements for all confirmed orders.
Proactively contact customers on a weekly basis to confirm readiness for delivery; coordinate with the workshop and delivery team as needed.
Collaborate with the Purchasing team to obtain and update product lead times.
Liaise with the Workshop and Delivery teams to coordinate production and dispatch schedules resolving any amendments or delays.
Request and set up new customer accounts, working closely with the Finance department to establish credit limits.
Ensure all paperwork and system records related to orders are accurate and up to date.
Resolve customer issues by identifying problems and implementing effective solutions.
Provide additional order processing support during peak periods or when covering team holidays.
Actively contribute to process improvement initiatives by identifying inefficiencies and suggesting enhancements.
Answer incoming calls, take messages, and provide occasional reception support including handling post and welcoming visitors.
Respond to client enquiries directly or refer them to the appropriate internal or external team members.
Perform a variety of administrative tasks to support the Sales Team and other internal departments.


Requirements


Proven experience in order processing, sales support, or a similar administrative role.
Experience working with ERP or CRM system
Excellent IT skills with competent use of Microsoft Office.
Ability to prioritise urgent and important work over non urgent or important tasks.
Strong organisational and time management skills with the ability to prioritise tasks effectively.
Excellent attention to detail and a high level of accuracy in data entry and documentation.
Confident communicator with strong written and verbal communication skills.
Customer-focused with a proactive approach to problem-solving and issue resolution.
Ability to work independently and as part of a team in a fast-paced environment.
Ability to cover for other team members when on leave or to relieve excessive workloads.
Happy to work to tight deadlines.
Excellent written and verbal communication skills
You embody our company people values:
Teamwork - Collaborate effectively with humility, appreciating and integrating individual skills and perspectives to achieve collective goals.
Committed - Dedicate yourself fully to your role, going above and beyond with self-motivation and loyalty to achieve individual, team, and company goals.
Ownership - Take full responsibility for your work, performance, and conduct, acting with integrity, staying organised, and learning from feedback and mistakes.
Positive - Approach tasks with optimism and innovation, viewing challenges as opportunities, and bringing energy and enthusiasm to inspire and motivate others.
Responsive - React quickly and effectively to needs and feedback, prioritising tasks with urgency, embracing change, and maintaining a proactive approach.


Why work for us


Pineapple is a leader in designing and manufacturing innovative furniture solutions for challenging environments. A family run company started in 1975, Pineapple is now a global business with headquarters in Kent (UK) and offices in France, Germany and the USA.


Pineapple still runs by its original ethos of creating mindfully designed furniture that not only works effortlessly and looks great but also helps foster a calm and supportive environment. Join Pineapple and be part of a team that is dedicated to making a difference through quality, innovation, sustainability and exceptional customer care.


Benefits


What we offer you


We were proudly featured in The Sunday Times as one of the Best Places to Work 2024 & 2025
Competitive pay
Pension scheme
A Healthcare Cash Plan - You can claim for medical expenses, dental or optical services, as well as access to 100s of deals and discounts
23 days annual leave + UK bank holidays
An extra day's leave for your birthday
All new starters, we'll plant a tree in your honour. We currently have trees planted in the UK, Tanzania, Uganda, Kenya, and Madagascar
Sustainability-focused - We're committed to reducing our environmental impact through low carbon operations, renewable energy, and recycled materials
Regular team socials and events, including summer and Christmas parties. As well as football and netball teams, and other ad hoc events
Monthly pizza Friday
Enjoy free fruit, snacks, hot drinks, and cold beverages
Employee referrals bonus scheme
Access to our Learning & Development platform, offering a wide range of online courses, certifications, and professional development tools to support your career growth and skill enhancement
High-quality office environment
Free onsite parking / within walking distance from the train station


We are an equal opportunities employer. We welcome applications from all suitably qualified persons.


Agencies we know where you are if we need any support, thank you for your interest in working with Pineapple.