Job Description

Full Time Office Based Role - Monday - Friday 8am - 4.45pm

We are committed to ensuring our recruitment process is inclusive. If you have a disability or require any adjustments to help you apply or during the selection process, please let us know.

Are you looking for an exciting challenge?

Do you pride yourself in your attention to detail? Are you 100% customer focused and passionate about giving them a world class service? Are you a fast learner and a problem solver? Are you confident speaking to customers on a one-to-one basis, professional and competent in your approach? Do you love working as part of team to help each other reach collective goals? Do you have a great track record of offering customers the best solutions to meet their needs? Do you enjoy both reactive and proactive selling to existing customers? Then you may well be our next Customer Support Executive.

The objective of the role is to be part of a multi-functioning team, handling both reactive and proactive sales calls, quote and order generation, web chats, customer service and many other functions to meet our customer requirements.

The right candidate will be passionate about their role, possess a keen eye for detail with a love for continuous improvement to give our customers an excellent experience everytime they deal with us. They will live and breathe our company values of

CARE,

COMPETENCE and

FOCUS.

About Klipspringer

Established in 1999, Klipspringer has seen strong year-on-year growth for the last 20 years, now with over 4000 clients across the UK and Ireland. Klipspringer supports food and beverage manufacturers, hospitality chains and foodservice organisations ensure food safety and audit compliance, supplying a wide range of products and services for next-day delivery from their main distribution hub in Ipswich, Suffolk. These include colour coded hygiene and production utensils, bespoke visual management, segregation products, technical instrumentation, and equipment calibration services.

At Klipspringer, we pride ourselves on being 100% focused on our customers' requirements and needs, putting them first in everything we do, and truly going out of our way to deliver unparalleled customer support in our industry. We achieve average review scores of 4.84 out of 5, and a customer NPS score of over 80.

We currently employ 56 members of staff, most of whom work from our Ipswich office. As a company, our people are our number-one asset and we encourage them to learn, grow and develop their skills and expertise, with opportunities to move into other roles as we love to promote talent from within.

What your typical week will look like

Process customer quotes and orders

via phone, email, and website with 100% accuracy and minimal supervision.

Respond promptly to customer emails and web chats

within agreed SLAs, maintaining clear, professional, and friendly communication.

Follow up with customers

to confirm satisfaction, resolve any issues, and identify upsell opportunities.

Provide technical product and service support

, confidently answering queries without escalation and updating internal FAQs where needed.

Handle proactive and reactive sales calls

to support business growth, building rapport that leads to repeat business.

Generate upsells

by identifying customer needs and recommending relevant add-ons or upgrades.

Log, investigate, and resolve customer queries

, ensuring every interaction ends with a clear resolution and a personal touch.

Track deliveries and arrange collections

, resolving issues before they impact the customer experience.

Deal with errors and determine the best solutions

to wow the customer and turn complaints into compliments.

Add new customers to Klipspringer's CRM system

and maintain accurate records.

Perform database cleansing

to ensure data integrity.

Communicate with couriers and suppliers

to manage customer-related issues effectively.

Log issues and solutions

to prevent future problems and improve processes.

Assist other team members

to achieve departmental and company goals, contributing to a culture of collaboration and continuous improvement.

Educational and experiential background

Qualification to GCSE-level standard or equivalent on English and Maths is desirable. Previous customer service and sales experience is essential, along with a solid grounding in using Microsoft Office and CRM programmes.

Knowledge of the Food and beverage Manufacturing industry and/or food safety products would be a bonus but not essential.

Skills and required knowledge

Impeccable attention to detail, passionate about right first time. Ability to work well under pressure in a busy office environment, including working cooperatively within a team Incredible communication and people skills Consistently remaining driven and self-motivated Ability to use initiative in a variety of challenging situations

Benefits

Bonus scheme after success completion of probation. Lunch and snacks provided. On-site parking. Free access to LinkedIn learning. Discounted staff purchases on Klipspringer products. Company off site events. Special celebrations breakfasts and lunches.
Job Types: Full-time, Permanent

Pay: 28,000.00-30,000.00 per year

Benefits:

Company events Company pension Cycle to work scheme Discounted or free food Free parking On-site parking Profit sharing
Education:

GCSE or equivalent (required)
Experience:

customer service/Face to face Sales: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person