Customer Service Executive

About the role

Reporting directly to the After Sales and Technical Support Supervisor the successful applicant will work as part of a small but pro-active team, ensuring always the best possible service is provided to our customer base. Whilst also being first line of contact for all aftersales and technical customer service enquiries.

Hours 8.15am-5pm Monday to Thursday and 8.30am- 4pm Fridays. This is a hybrid role 3 days a week in the office and 2 at home after training period.

About Kingspan Light, Air + Water

Kingspan Light, Air + Water is a division of Kingspan Group operating in 20 countries across the globe. We design manufacture and service natural daylighting, smoke ventilation, water, and safe storage solutions. Our solutions are designed to ensure the buildings of the future deliver more. We do this in a way that combats climate change while optimizing the benefits of daylighting, fresh clean air and sustainable water. Our purpose is to make a difference in everything we do, while improving the comfort safety and wellbeing of our buildings occupants whilst protecting our worlds natural resources.

Key Responsibilities

• Answer incoming calls in a timely manner and acknowledging the customer’s issues and reassuring them of a solution.
• Ensuring customer contact is maintained and regular updates are provided.
• Liaise with other departments ensuring we maintain high standards of quality service
• Work closely with the production site’s and the transport department to ensure the timely despatch of orders and or collection/returns.
• Liase with engineers, sub-contractors to ensure KPI’s for resolution are met.
• Complete daily/weekly reports.
• Logging calls and taking ownership of full end to end aftersales process
• Develop and maintain a full knowledge of client products and services.
• Maintain and update customer database with accurate information.
• Provide a high-quality professional service to internal & external customers.

Abilities & Skills

• To be successful in this position you will need GCSE education (or equivalent) OR significant relevant industry experience may be considered in lieu of Academic qualifications
• Minimum 2 years’ experience working in a Sales/Customer Service environment involving Sales Order Processing, Complaint Resolution, Reporting etc.
• Strong customer focus and attention to detail with a proven track record at delivering results in a timely and professional manner.
• Background in tier one technical support or aftersales position
• Knowledge of MS Word/Excel and excellent key board skills.
• Excellent communication skills both verbal and written
• Excellent time management skills and proven ability to adhere to timelines.
• Experience in using Infor LN, CRM, ERP & ticketing systems.
• Second European Language – preferably French and/or Spanish (desirable)

Why Join Us?

• Benefits: Company pension, life insurance, cycle-to-work scheme, employee discounts, on-site parking, and referral bonuses.
• Supportive Work Environment: We are an Equal Opportunities employer, committed to providing a diverse and inclusive workplace with opportunities for growth and development.