Customer Care Executive

JOB TITLE: Customer Care Executive

LINE MANAGER: Head of Customer Care

LOCATION: Aylesford, UK

WORKING HOURS: 8.00am – 4.30pm

A bit about the role

We are looking for a Customer Care Executive who is detail-oriented and proactive. You will support the end-to-end order lifecycle while working with both internal stakeholders and external customers to ensure smooth and efficient operations.

Some of the key responsibilities

• Accurately create and process customer orders within the system, verifying stock availability and aligning delivery dates with lead times.
• Follow up with clients and the sales team to obtain any missing details that may delay order processing (e.g., upholstery selections, official/amended purchase orders).
• Generate and manage sample orders as requested.
• Perform stock checks for customer orders and internal departments.
• Raise new part requests and complete order entries once goods are received.
• Send out Sales Acknowledgements for all confirmed orders.
• Proactively contact customers on a weekly basis to confirm readiness for delivery; coordinate with the workshop and delivery team as needed.
• Collaborate with the Purchasing team to obtain and update product lead times.
• Liaise with the Workshop and Delivery teams to coordinate production and dispatch schedules resolving any amendments or delays.
• Request and set up new customer accounts, working closely with the Finance department to establish credit limits.
• Ensure all paperwork and system records related to orders are accurate and up to date.
• Resolve customer issues by identifying problems and implementing effective solutions.
• Provide additional order processing support during peak periods or when covering team holidays.
• Actively contribute to process improvement initiatives by identifying inefficiencies and suggesting enhancements.
• Answer incoming calls, take messages, and provide occasional reception support including handling post and welcoming visitors.
• Respond to client enquiries directly or refer them to the appropriate internal or external team members.
• Perform a variety of administrative tasks to support the Sales Team and other internal departments.
• Any other ad hoc duties as required by the business.