Job Description

Job Title: Customer Service Executive

Location:

Westminster Stone, Shropshire - SY12 9EL

Terms:

Full-time (8:30am - 5:30pm, Saturday cover 9:00am -1:00pm for the Head Office Display Centre on a rota basis (1-2 times per month) with some flexibility to suit lifestyle and business needs.
We would consider a part time applicant who wanted flexibility around childcare for this role,

Pay:

27,000-29,000 (depending on experience)

About Us

We are a third-generation family-run paving and flooring manufacturer, importer, and retailer with a proud 25+ year history at our Head Office Display Centre. With seven extensive display centres and plans for further growth, we are passionate about delivering quality products and outstanding customer service.

About the Role

This is a key role within our growing sales, customer service, and logistics team. You will play an essential part in providing outstanding customer service, supporting the Sales Executives, and ensuring smooth operations through efficient order processing and logistics coordination.

The role involves regular interaction with both trade and homeowner customers, both remotely and face-to-face at our Head Office Display Centre. During busy periods, you will assist on the Display Centre, greeting and advising customers, answering queries, and providing support to the Sales Executives to ensure every visitor has a positive experience.

Your contribution will help maintain and grow strong customer relationships and support the overall success of our sales and operations teams.

Key Responsibilities

Customer Service & Sales Support

Act as the

first point of contact

for all customer queries, whether via telephone, email, web chat, online enquiries, or in-person at the Head Office Display Centre.

Take

full ownership

of each enquiry from the first contact through to resolution

Demonstrate exceptional

attention to detail,

ensuring all customer information is recorded accurately and all follow-up actions are completed on time.

Manage your workload effectively, displaying strong

time management

and prioritisation skills to handle multiple enquiries in a

fast-paced, high-volume office environment.

Maintain a

professional and approachable demeanour,

always representing the company positively, regardless of the enquiry channel.

Liaise with relevant departments as needed but always retain responsibility for seeing the query through to its conclusion.

Provide exceptional service to both trade and homeowner customers, ensuring all enquiries are handled efficiently and professionally. Support the Sales Executives by following up on customer enquiries and keeping CRM records accurate and up to date. Provide face-to-face support and assist customers visiting the Display Centre by providing product information and advice, promoting our product ranges, and ensuring they have a positive experience through the busy periods of the day. Process orders and issue them to the yard for picking, ensuring accuracy with product details, pricing, breakdowns, and discounts. Send order confirmations and delivery disclaimers to customers. Assist with gathering customer feedback and resolving any issues or complaints, escalating to management when necessary. Provide administrative assistance to any area of the business as and when needed for various projects Support the marketing team with administrative support, e.g updating prices and website info.

Logistics & Administration

Liaise with customers, production, sales, and yard teams to agree delivery arrangements. Book pallet deliveries and arrange collections via pallet networks. Resolve delivery-related issues, including claims for losses and breakages with Customers. Maintain efficient communication between yard, production, and sales teams to ensure operational efficiency.

Candidate Requirements

Previous experience in customer service, sales support, or logistics (preferably within a fast-paced environment). Highly organised with excellent attention to detail. Strong communication skills, both verbal and written. Proactive, self-motivated, and able to work independently as well as part of a team. Customer-focused with a friendly, professional approach. Experience in dealing with sale customers face-to-face, especially during busy periods. Computer literate with experience using CRM systems and order processing platforms (experience with Odoo is an advantage). Ability to handle multiple tasks and prioritise workload effectively. Calm under pressure with a problem-solving mindset. Driving license preferred due to location.

What We Offer

A supportive team environment within a growing family-run business. Opportunity to be part of an expanding, successful company. Training provided on systems and products. On-site parking at our Head Office Display Centre.
Job Types: Full-time, Part-time, Permanent

Pay: 27,000.00-29,000.00 per year

Benefits:

Additional leave Company pension Cycle to work scheme Employee discount Flexitime Free parking On-site parking
Work Location: In person