Customer Experience Executive

About the role

The Customer Experience Executive is responsible for delivering exceptional service to our clients while actively supporting sales growth. You will be the main point of contact for inbound calls, live‑chat interactions, and order processing, ensuring all activities meet defined SLA and KPI targets.

Key responsibilities

• Answer incoming calls and manage the shared sales inbox using HubSpot.
• Enter and process orders received via email, fax, website, or EDI into the CRM system.
• Generate credit notes, invoices, and release orders for the warehouse team.
• Investigate and resolve customer complaints or incidents, escalating when necessary.
• Manage seasonal pre‑orders and set up new customer accounts.
• Monitor delivery exceptions and communicate updates to customers.
• Drive upselling and cross‑selling opportunities during regular telephone and email outreach.
• Provide administrative support to the Sales Team.

Required profile

• Strong communication skills and a customer‑focused attitude.
• Ability to work under pressure while meeting response‑time and satisfaction targets.
• Detail‑oriented with good organizational abilities.

Required skills

• HubSpot CRM proficiency.
• Experience with EDI (Electronic Data Interchange) order processing.

What we offer

• Dynamic work environment with opportunities to develop sales and customer‑service expertise.
• Collaborative team that values initiative and continuous improvement.