Job Description

Purpose of the Role

The Customer Services Executive is responsible for delivering exceptional service and support to Ellard's customers, acting as a key point of contact for enquiries, orders, and technical information. The role ensures that all interactions reflect Ellard's values of reliability, professionalism, and customer focus, contributing directly to customer satisfaction and operational efficiency.

Key Responsibilities

Customer Support & Communication

Act as the first point of contact for customer enquiries via phone and email. Provide accurate product information, lead times, pricing, and order updates. Handle complaints promptly and professionally, escalating when needed.

Order Processing & Administration

Process customer orders efficiently and accurately through Ellard's internal systems. Liaise with the warehouse and logistics teams to ensure timely dispatch and delivery. Maintain clear, up-to-date records of all customer interactions.

Technical/Operational Support

Work closely with the Technical and Sales teams to provide customers with informed guidance on product suitability and troubleshooting. Assist customers by identifying correct parts/products and ensuring accuracy before despatch.

Relationship Management

Build strong, positive relationships with key customers, installers, distributors, and suppliers. Proactively follow up on open enquiries to ensure resolutions are delivered.

Continuous Improvement

Identify opportunities to enhance the customer experience and streamline internal processes. Contribute to team initiatives aimed at improving service levels, communication, and workflow.

Required Skills & Experience

Previous experience in a customer service, order processing, or administrative role (manufacturing/technical environment desirable). Strong communication skills with the ability to stay calm, clear, and professional. Excellent organisational skills and high attention to detail. Confident using CRM/ERP systems and Microsoft Office. Ability to manage multiple tasks and work to deadlines. A team-oriented mindset with a proactive approach to problem-solving.

Key Competencies

Customer-centric mindset Reliability and accountability Adaptability and willingness to learn Strong problem-solving ability Positive, team-focused attitude

Success Measures / KPIs

Order accuracy and turnaround times Customer satisfaction and feedback First-contact resolution rate Efficient handling of enquiries and complaints Contribution to continuous improvement
Job Type: Full-time

Pay: Up to 27,000.00 per year

Benefits:

Canteen Company events Company pension Discounted or free food Free parking On-site parking
Ability to commute/relocate:

Manchester M23 9WB: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person