Customer Service Executive

Essentra plc; Chichester; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading supplier of engineering components in Chichester seeks a Customer Service Representative to enhance customer interactions. The role involves processing orders, updating customers on their orders, and handling inquiries in a fast-paced environment. The ideal candidate will be friendly, organized, and experienced in customer service, with a strong proficiency in Microsoft Office. Competitive benefits include pension contributions, life assurance, and annual leave.

Benefits

Employer matched 5% pension contribution

Life assurance

Discretionary annual bonus

25 days annual leave plus bank holidays

Cycle-to-work scheme

Employee Assistance Programme

Professional training contributions

Calendar of wellbeing events

Qualifications

• Friendly and ambitious with excellent communication skills.
• Confident and approachable with a proactive attitude.
• Experience in a customer-facing role preferred.

Responsibilities

• Keep customers updated on existing orders and advise of delays.
• Process orders on the internal CRM system in a timely manner.
• Respond to live chat enquiries promptly and resolve efficiently.

Skills

Computer literacy in Microsoft Word, Excel and Outlook

Excellent telephone manner

Ability to work well under pressure

Organized and process-oriented

Education

Minimum grade C in English and Maths GCSE

Job description

Overview

Would you like to be part of the UK's leading supplier of engineering components? Wixroyd, part of Essentra Plc, is one of the UK's biggest online engineering component suppliers, known for high-quality, innovative products. We recently invested in business systems to enable increased operational efficiencies and a digital‑centric sales strategy.

We are looking to recruit a confident and motivated Customer Service Representative to join our customer services team. The role focuses on providing high levels of service to our customers and fostering a hassle‑free approach to the customer journey.

Candidates must be able to demonstrate a pre‑existing right to work and travel within the UK. Documentary evidence will be requested at interview.

Key Responsibilities

• Proactively keep customers updated on existing orders and advise of delays as necessary
• Process orders in a timely manner on our internal CRM system
• Liaise with colleagues, mainly our purchasing team, to ensure smooth progress of orders through to distribution
• Co‑ordinate customer returns and credits
• Ensure all internal and external customer queries are responded to within the agreed time scales
• Respond to live chat enquiries promptly and resolve efficiently
• Complete daily allocated tasks as per the Customer Services Team rota

Required Skills & Experience

• Computer literacy in Microsoft Word, Excel and Outlook with the ability to learn bespoke systems and programmes
• Experience with sales order processing systems (full training on the job)
• Friendly and ambitious with an excellent telephone manner and communication skills
• Ability to work well under pressure, keep up with a busy office atmosphere, and enjoy a fast‑paced environment
• Confident and approachable
• Ability to handle a large volume of sales calls and customer queries
• Efficient, accurate and timely processing of sales orders on the internal CRM
• Flexible, multi‑tasker, organized and process‑oriented
• Strong prioritisation skills and proactive, detail‑conscious approach
• Minimum grade C in English and Maths GCSE
• Previous experience in a customer‑facing/focused role (preferred)
• Experience in a B2B sales environment (desirable)

What We Offer

• Employer matched 5% pension contribution
• Life assurance
• Discretionary annual bonus
• 25 days annual leave plus bank holidays
• Reward Gateway
• Cycle‑to‑work scheme
• Employee Assistance Programme
• Sharesave Scheme
• Professional training contributions
• Calendar of wellbeing events

Hours of Work

Our company operates on a two‑shift on‑site basis that rotates weekly to ensure the best service for our customers.

Shift times are:
Week 1: Monday to Friday 08:00‑16:30
Week 2: Monday to Thursday 09:00‑17:30 (every Friday 08:00‑16:30).
Daily breaks: 2 × 15 minutes and 1 × 50 minutes.

Additional Information

Location: Chichester – purpose‑built facility housing both the main distribution centre and new modern manufacturing.
Seniority level: Mid‑Senior.
Employment type: Full‑time.
Job function: Customer Service.
Industries: Plastics Manufacturing.