The role of Customer Service Executive will be working within our operations department, within our Customer Service Business to Business team. You will be working within a fast-paced team and the purpose of this role is to work with customers to resolve enquiries.

This is an exciting opportunity to work within our growing team in our new offices in Marlow! We will offer a work from home option (which is to be agreed directly with your line manager upon successful completion of your training).

As part of working for TTi, we offer many exciting benefits! It’s our people that are crucial to the success of our business and therefore we offer a vast range of comprehensive benefits to our team.

• Free on-site parking at the office
• A non-contractual work from home option (ideally on successful completion of first 3 months of employment)
• 25 days holiday + bank holidays
• Private Medical & Dental Insurance
• Group Life Assurance Benefits
• Annual Gym Allowance
• Discounted Milwaukee, Ryobi and VAX products
• Access to our TTi Benefits Hub which includes discounts with many high street retailers
• Support towards Eye Sight Tests for DSE use
• On-site 3rd party restaurant and coffee shop in our offices

As well as the above benefits, the wellbeing of our employees is of utmost importance to us and we offer an Employee Assistance Programme, giving employees access to a confidential helpline 24/7.

Key Responsibilities:

• Act as a key point of contact for customer queries and support
• Keep customers informed and reassured throughout the order lifecycle to ensure satisfaction and maintain trust
• Collaborate with Sales, Supply Chain, and Finance teams to ensure seamless service
• Maintain accurate records of enquiries and outcomes
• Manage customer accounts as per internal SOP’s and customer vendor compliance manuals
• Process complex customer orders via ERP and liaise with logistics and supply chain teams to ensure timely fulfilment
• Effectively manage complex customer claims and escalate to the appropriate stakeholders to support resolutions
• Investigate root causes and work with relevant departments to resolve issues quickly
• Track service performance metrics and customer feedback
• Provide reports and recommendations to support continuous improvement
• Identify opportunities for process improvements and contribute to service excellence initiatives
• To carry out other ad hoc responsibilities as requested by the Line Manager from time to time

Skills Required:

• Experience 2+ years in a customer service role, ideally in FMCG and B2B environments
• Sales Order Processing with FOB is ideal
• A genuine passion for helping customers and solving problems
• Strong communication skills and a collaborative mindset
• Excellent attention to detail and organisational skills
• Preferably experience using Salesforce, SAP systems and Microsoft Office tools
• A proactive approach to learning, sharing, and improving processes