Customer Services Executive Retail




Administration, Administrator


£23,000 to £24,000 Per Annum





Contract Type:

Full time

Date Posted:

07/01/2022 16:51:00

A customer service advisor is required in Esher to provide a high level of customer service and customer satisfaction. Paying up to £24,000 with a 10% bonus paid annually. You will be working Monday - Friday 9am - 5:30pm.


Telephone Management

  • All calls answered to agreed standards whilst offering professional customer services to all internal and external (B2B and B2C).
  • Respond to all phone calls in line with SLA and in line with the Values and principles of the Customer Perception Cycle.
  • Pro-actively support and contribute to the overall team and individual objectives.

Pre Sales

  • Interpret a customer's requirements (both B2B, B2C and internal), supporting and providing a specification that achieves the client's objective, considering technical, design and budgetary aspects. Look to trade up and suggest alternative and additional products where appropriate.
  • Quotations and offers: create offers in SAP complying with the prevailing 'Pricing and Conditions' policy, delivering quotations within the agreed SLA.

Customer Management

  • Key point of contact for all matters relating to quotes, orders, and product availability for internal and external (B2B and B2C) customers.
  • Manage E-Mail requests, maintaining service level agreements (SLA) through fast and accurate processing. Ensure all necessary information has been received, and process all requests correctly and in line with Values and principles of the Customer Perception Cycle.
  • Ensure that all information is up to date on all relevant systems, such as CRM and SAP.
  • Where necessary provide system reports in order to inform internal/external customers with needed information.
  • Work closely with and support Area Sales Managers in growing the channel and delivering customer service that exceeds expectations.
  • Accompany ASM's periodically to visit key partners
  • Optimise product selection and all associated processes to ensure maximised profitability on each project for both the Company and each Stakeholder.
  • Work with partners to forge a close working relationship that ensure the preferred choice on all specifications.
  • Build relationships with all internal and external customers.
  • Always delighting all customers and ensuring high levels of customer satisfaction.

After Sales

  • Handle fault resolution, spare part identification and site visit requests, as well as supporting internal and external customers with all technical aspects of our products.
  • Support all customers with all technical aspects of our products.
  • Ensure customers are delivered on time by executing queries expediently and replacing faulty or incorrect products quickly.
  • Resolve invoice queries in collaboration with Credit Control. Highlight any large deviances to Team Leader and Credit Control. Ensure credit notes are issued as required.


  • Continuously challenge and seek to improve our processes and service provided to our customers.
  • Familiarise yourself with all company compliance rules, including the Masco ethics guidelines and Sarbanes-Oxley requirements, and complying with these at all times
  • Provide support and cover for all other team members, working as a team player consistently providing first class levels of customer service.
  • Provide accurate monthly reporting, as required.
  • Any other duties deemed reasonable and appropriate by the Company.


Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.