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