Job Description

The Company

Established over 30 years ago, Anchor Safety has rapidly grown to become one of the UK's leading suppliers of personal protective equipment (PPE,) safety services, and corporate workwear.

Our innovative, reliable and customer-focused approach to supplying PPE, has driven continual growth and exceptional customer loyalty. As a business, dedication to prompt personal service from friendly knowledgeable staff has become a hallmark of our success. A proactive approach to meeting customer requirements, supported by same day despatch from our stockholding of quality products, enable us to achieve our goal of delivering excellence in PPE.

The Role

As Customer Success Executive you'll be part of a close-knit team, handling inbound Customer calls and enquiries, identifying appropriate PPE solutions to meet Customer needs, and ensuring every Customer receives the best-in-class service they expect from us.

Key responsibilities:

Customer Onboarding -

Guiding new customers through the implementation process, including set-up testing and management of customer purchasing portals, and ensuring all customers have the required tools to make repeat purchases from our range.

Relationship Management -

Developing and maintaining strong ongoing relationships with clients to increase revenue and prevent churn through regular calls and meetings. Also providing efficient and friendly customer support via phone, email, web-chat or WhatsApp to address enquiries, concerns and issues in line with pre-agreed service levels. This also includes answering questions about products, helping with orders and resolving problems.

Relationship Development

- Collaborating with clients to identify opportunities for growth and improvement, including bespoke client-specific initiatives and projects

Issue resolution

- Investigating and resolving customer complaints or problems coordinating with other departments as necessary to ensure timely and satisfactory resolutions.

Product knowledge

- maintain an understanding of products, services to respond to customer needs.

Team Collaboration

- work closely with other team members and departments to support excellence

Desired Experience and Qualifications:

Customer Service Skills-

Strong interpersonal and communication skills, with the ability to empathise and provide exceptional customer service

Problem solving

- The ability to quickly and effectively resolve customer issues and find solutions to complex problems

Organisation

- Good organisation skills to manage customer records, follow up on tasks and prioritise work effectively

Product knowledge

- worked in a B2B environment and the ability to learn and stay up to date on changes

Computer skills

- proficiency in using CRM software, email and other communication tools and Microsoft Office

Adaptability

- willingness to adapt to changing processes and procedures to improve customer support

Empathy

- ability to understand and relate to customer concerns and needs

Teamwork

- collaboration skills to work effectively with colleagues and other departments

Multitasking

- capability to handle multiple customer inquiries and tasks simultaneously

Attention to Detail

- accuracy in order processing, documentation and follow-through
Job Type: Full-time

Pay: 25,000.00-30,000.00 per year

Experience:

Customer service: 1 year (preferred)
Work Location: In person