Job Description

Job Overview

To provide exceptional support to HERMEQ's customers across the hire and sales divisions by managing enquiries, resolving issues, and ensuring smooth communication between customers and internal teams. The Customer Service Executive acts as the frontline representative of the company, delivering service excellence and supporting client retention through professionalism, responsiveness, and attention to detail.

Key Responsibilities

Customer Enquiry Management

Respond promptly to incoming calls, emails, and messages from customers regarding orders, quotations, deliveries, and service queries. Provide accurate product and service information across hire and sales offerings. Log and track all customer interactions in the CRM system, ensuring timely follow-up and resolution.

Order Support & Coordination

Process customer orders, amendments, and cancellations efficiently and accurately in internal systems. Liaise with the hire desk, logistics, operations, and sales teams to confirm availability, pricing, and delivery timelines. Keep customers informed throughout the order lifecycle, from initial enquiry to fulfilment.

Complaint Handling & Issue Resolution

Log and manage customer complaints in a structured and professional manner, aiming for first-time resolution. Investigate delivery delays, damaged goods, incorrect invoicing, or service concerns with relevant departments. Escalate complex or unresolved issues to the Group Business Support Manager

Account & Relationship Support

Build rapport with key customer contacts by providing consistent and proactive service. Support account managers or sales representatives with customer communication and service updates.

Documentation & System Accuracy

Maintain accurate customer records, contact details, order history, and case notes in the CRM (SAP).

Internal Communication & Collaboration

Act as a liaison between customers and internal departments including operations, transport and accounts. Participate in daily service meetings or briefings to stay aligned on fulfilment priorities and operational updates. Contribute to cross-functional efforts to improve customer journey and service delivery.

Reporting & KPIs

Track service metrics such as response time, resolution time, customer satisfaction, and complaint rates. Provide regular reports to the Group Business Support Manager on service levels, recurring issues, and improvement suggestions.

Continuous Improvement & Training

Identify trends in customer issues and suggest process or system improvements. Stay updated on HERMEQ's products, services, systems, and procedures through regular training. Support onboarding and mentoring of new customer service team members where required.

Compliance & Professional Standards

Ensure all customer interactions comply with company policies, data protection regulations (e.g. GDPR), and quality standards. Maintain a professional and courteous manner at all times, even when under pressure. Represent HERMEQ as a helpful, knowledgeable, and reliable first point of contact.
Job Type: Full-time

Pay: 30,000.00 per year

Benefits:

Company pension On-site parking
Work Location: In person