Customer Service & After Sales Support Executive

Customer Service & After-Sales Support Executive

Reports To: Customer Service Manager
Hours: 8:30 AM – 5:00 PM (Mon – Fri)

Our client is seeking a Customer Service & After Sales Support Executive to provide exceptional frontline customer support while coordinating all aspects of order handling, enquiry management, and after-sales service. This role ensures fast responses to customers via phone and email, accurate order processing, and effective communication between internal teams, service partners, and the external sales team. Technical support is provided where required to assist fault resolution and service delivery.

Key Responsibilities

1. Customer Service

* Be the primary point of contact for inbound customer communications (phone & email)

* Deliver a professional, helpful and solutions-focused experience at every interaction

* Respond promptly to product information, pricing, delivery, and general service enquiries

* Raise and manage customer orders accurately within internal systems

* Monitor shared inboxes and ensure responses are completed within agreed timescales

* Build strong relationships with dealers, chain accounts, and external sales team

2. Sales Support

* Support the external sales team with product queries, quotations and lead-time updates

* Assist with preparing and issuing pricing and service quotations as required

* Liaise across departments including warehouse and service to ensure smooth customer fulfilment

* Provide proactive updates to customers throughout order and service workflows

3. After-Sales Service Coordination

* Log service jobs and warranty enquiries into company systems

* Follow up on service quotations to encourage conversion to “Go Ahead” approvals

* Manage incoming goods and track customer machines/products in for repair

4. Technical Support

* Assist customers by gathering preliminary fault information for remote diagnosis

* Collaborate closely with Service Engineers to relay updates back to customers

* Support warranty claims administration and ensure required documentation is received

* Prepare and share insights from common enquiries/declined estimates to drive improvement

5. Reporting & Administration

* Maintain accurate customer records in CRM and service platforms

* Provide weekly status reporting on customer enquiries, orders and service workflow

* Ensure internal teams have access to the latest customer and service status details

Skills & Competencies

* A strong communicator with excellent phone manner and email writing ability

* Highly organised with the ability to prioritise workload in a fast-paced environment

* A customer champion - proactive, calm under pressure, and solutions-driven

* Strong administrative and data entry skills with high attention to detail

* Previous experience in a customer service or internal sales support role

* Experience supporting technical or engineered products beneficial (not essential)

* Confident using Microsoft Outlook for scheduling and diary coordination

* Proficiency in Excel for reporting and administration tasks

Additional Requirements

* Current valid UK driving license

* Must have the right to live and work in the UK