Customer Service Executive

We’re looking for a friendly, organised and customer-focused Customer Service Executive to support our customers throughout their ordering experience with Keycraft.

This position is ideal for someone who enjoys building positive relationships, resolving queries and keeping day-to-day operations running efficiently. You’ll act as a central point of contact for customers via phone and email, assisting with orders, deliveries, back orders and general enquiries.

We’d particularly like to hear from candidates who have experience managing inbound calls, handling order processing, and working in a fast-paced office environment.

Your main responsibilities will be:

• Answer incoming calls, resolving queries where possible or directing customers to the right team.
• Accurately process orders received by phone, email and through our website.
• Monitor customer back orders, run reports and contact customers when items become available.
• Track customer orders using online portals or by contacting transport companies.
• Investigate order issues including shortages, damages and price queries, and raise credit requests where needed.
• Answer customer queries about stock items, including availability, dimensions, barcodes and product details.
• Set up new customers on our database and provide website logins so they can place orders.
• Work closely with the Customer Service team in Peterhead and our remote team members in the Philippines.

A bit about you:

• Confident and professional on the phone, makes a great first impression with customers.
• Experienced in handling inbound calls in an office or customer service environment.
• Organised and detail-focused, able to process orders accurately and keep customer information up to date.
• A clear written communicator, comfortable responding to customer queries by email.
• Proficient in Microsoft Outlook, Word and Excel.
• Empathetic and solution-focused when resolving customer issues.
• A team player who is flexible and willing to support during busy periods.
• Able to reliably commute to our Peterhead head office. Part time hours may be considered.

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