Customer Service Executive

Customer Service Executive



Reporting to: Regional Commercial Manager


Position Overview:



The Customer Service Executive will be responsible for growing the business in a designated/assigned geographical Region by maintaining a portfolio of Commercial, Industrial and Agricultural accounts whilst also driving fuel sales throughout our Domestic sector specifically working towards growth both in terms of market share and profitability


Key Responsibilities:




  • Manage and develop a commercial portfolio of Small and Medium Enterprise (SME) customers.




  • Drive revenue, volume, and gross margin growth through the application of company business tools and guidelines, aligned with individual and regional budgets.




  • Organically grow the profitability of the customer portfolio through effective price management, increasing share of wallet, and fostering customer loyalty via additional products and revenue streams.




  • Achieve monthly targets and associated KPIs, including productivity metrics managed through telephony reporting, as set by the Regional Commercial Manager.




  • Maintain the highest standards of customer excellence, adhering to customer complaint procedures when necessary.




  • Upsell the full range of companies products and services-including energy procurement, lubricants, tanks, and fuel cards-to maximize revenue.




  • Provide timely reports and information as required by the Regional Commercial Manager or General Manager.




  • Fully utilize all company systems and processes; assist in office-based support when necessary.




  • Collaborate with internal departments to drive customer loyalty through Price Risk Management proposals and sustainability offerings.




  • Work closely with colleagues across the business to strengthen the overall customer offering and improve loyalty.




  • Process customer orders, manage queries, and consistently deliver outstanding customer service.




  • Champion a health and safety-focused culture at all times.




  • Conduct customer meetings and account reviews via video conferencing tools when face-to-face meetings are not possible.




  • Collaborate with the Regional Commercial Manager and Marketing Department to minimize customer churn through targeted campaigns and portfolio action plans.




  • Maintain a professional and reputable approach in all internal and external interactions.




  • Ensure consistency of job functions and processes across businesses in the UK to promote operational unification.




  • Maximize sales opportunities by targeting vertical markets across Agricultural, Industrial, and Farm Group sectors, for both rigid and articulated delivery modes.




  • Integrate newly acquired business accounts from the Business Development team into the existing portfolio, ensuring thorough follow-up to explore cross-sell and up-sell opportunities and strengthen customer relationships.




  • Manage financial risk by working alongside the Credit Department to ensure customers trade within agreed financial terms and limits.




Essential Skills:.



  • Experience in a target-driven telephony sales environment.


  • Strong computer skills (Word, Excel, Outlook).




  • Strong interpersonal and communication skills.

    (Oral and written)




  • Ability to work effectively within a team and independently




  • Be experienced in building relationships to secure customer loyalty and repeat custom




  • Can work using your own initiative.




Desired Skills:




  • Experience in a target-driven telephony sales environment is highly desirable.




  • Fuel sales experience preferential but not essential.



  • Must be comfortable working in a high-pressured environment in line with multiple KPI's.



  • Key account management experience in a target driven environment


Hours of Work:




  • Monday to Friday, 8:00 AM - 5:00 PM (with a one-hour lunch break)




  • Office-based from Monday to Wednesday; remote work on Thursday and Friday






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