Customer Success Executive
Who you report to: Office Manager
Who reports to you: None
Place of Work: Sawston, Cambridge
Hours of Work: 8:30am – 5:00pm Mon-Fri. 40-hour week including breaks
Salary: Up to £31,000 depending on experience
Leave: 23 Days plus Bank Holidays
Other Benefits
− Discretionary company bonus scheme
− Enhanced sick pay scheme
− Free parking
− Free snacks and drinks
− Team days and conferences
− Fully paid training across all fields
− Potential for salary sacrifice schemes
Role Overview
We look for someone who thrives in a fast-paced, collaborative environment and is passionate about delivering exceptional customer experiences. If you are organised, detail-focused, and enjoy solving problems, we want to hear from you.
As a Customer Success Executive at Adkwik, you provide our customers with an outstanding experience by delivering exceptional customer care and increasing their turnover and reliance on us. You become acquainted with our product range and communicate technical details, recommending products to our customers. You are the friendly voice and helpful problem-solver our customers rely on, ensuring every query is resolved quickly, professionally, and with a positive attitude. This is a hands-on, all-in role. You need to be flexible and willing to dive into the warehouse when needed to support the team in expediting orders, help the office manager, or assist the sales team—anything and everything to ensure orders are fulfilled on time, in full, and accurately.
Main Goals for Year One
− Acquire sufficient product knowledge to answer 90% of customer questions
− Improve average response times to customer enquiries – target to be agreed
− Increase order accuracy each quarter – target to be agreed
Main Duties and Responsibilities include the following among others:
Customer Success Excellence
− Answer customer enquiries in a timely and professional manner via phone and email
− Provide technical advice and identify where extra support is required
− Investigate any customer queries, issues, and concerns quickly and effectively
− Resolve customer complaints and challenges professionally with a solution focus
− Remain calm at all times and handle difficult situations without taking things personally
− Build strong relationships with key accounts to support their development and retention
Order Management & Processing
− Assist customers with placing orders via phone and process these through Sage 50 accounts, ensuring all information entered is accurate
− Process inbound orders via email and website through Sage 50 and communicate discrepancies with customers so these can be processed in a timely manner.
− Process card payments for orders and invoices for all customers
− Ensure all orders are processed promptly and accurately, liaising with the warehouse team to guarantee customer needs are met
− Track deliveries in real-time to provide customers with accurate ETAs and PODs
− Proactively manage customer expectations, providing timely updates on delivery, stock availability, and any changes
Quotations & Sales Support
− Prepare accurate quotations and follow up with customers to maximise conversion
− Focus on customer retention and repeat business, identifying upsell and cross-sell opportunities where appropriate
− Support key accounts for the sales team as assigned
− Engage with customers and prospects to introduce the product range and secure sales opportunities
Administration & Systems
− Maintain customer records and update information systematically using our CRM (HubSpot) and Sage 50 accounts
− Record and manage all enquiries and quote requests in our CRM
− Maintain accuracy and integrity of the customer database
− Arrange returns, collections, and credits in line with company policy
Team Collaboration & Flexibility
− Assist customers with placing orders via phone and process these through Sage 50 accounts, ensuring all information entered is accurate
− Process inbound orders via email and website through Sage 50 and communicate discrepancies with customers so these can be processed in a timely manner
− Process card payments for orders and invoices for all customers
− Ensure all orders are processed promptly and accurately, liaising with the warehouse team to guarantee customer needs are met
− Track deliveries in real-time to provide customers with accurate ETAs and proof of delivery
− Proactively manage customer expectations, providing timely updates on delivery, stock availability, and any changes
Key Performance Indicators
− Process 250+ orders per week with 99% accuracy
− Resolve over 80% of customer issues at first contact (without escalation)
− Initiate proactive cross-sell conversations each week – target to be agreed
What We're Looking For
Qualifications:
− GCSE English and Mathematics (grade 4/C or above) OR equivalent professional qualification demonstrating strong numeracy and communication skills
Required Experience:
− Have at least one year of experience in a B2B customer success role, preferably in a fast-paced environment
− Have good experience of MS Office, including Outlook and managing CRM systems
Desirable Experience:
− B2B experience
− CRM systems experience (HubSpot or similar)
− Sage 50 or similar accounting software experience
Skills Required:
− Build outstanding relationships over the telephone with a clear, confident, and polite manner
− Communicate in writing to a high standard, sending professional, methodical emails to customers and stakeholders
− Thrive in a high-performing team environment with exceptional standards
− Manage time effectively and perform well under pressure
− Organise tasks and priorities efficiently
− Pay exceptional attention to detail and commit to accuracy
− Demonstrate a hands-on, flexible attitude—willing to roll up sleeves and support wherever needed (including warehouse support)
− Approach problems with a solution-focused mindset, enjoying solving customer challenges and seeing obstacles as opportunities
− Learn new systems easily and quickly
Person Description:
You are energetic, outgoing, and naturally persuasive, quickly building rapport and keeping conversations positive and engaging. You thrive on variety and enjoy adapting your approach to suit different customers, bringing creativity and a sense of fun to your work. Resilient and solution-focused, you bounce back quickly from setbacks and stay determined to find ways forward. Commercially aware, you have a keen eye for spotting opportunities and are motivated by achieving targets, winning business, and seeing the impact of your efforts. You prefer clear, simple systems that give you the freedom to deliver results without being weighed down by detailed processes. At your best in a lively, supportive team environment, you use your personality and enthusiasm to create memorable, positive experiences for both customers and colleagues alike.
Please note that this document may be updated, altered, supplemented, or superseded from time to time to meet the needs of the business.