Customer Support Executive – 12 Months FTC

IGD (Institute of Grocery Distribution)

Customer Support Executive assisting customers with inquiries and complaints for IGD, providing exceptional service and managing CRM database in a hybrid role in Watford.

Posted 5/29/2026full-timeWatford • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Respond to customer inquiries via phone, email, and our AskIGD service in a timely and professional manner.
Process customer orders accurately and efficiently, ensuring correct product, service and billing details.
Oversee subscription services by onboarding new users , resolving any issues, and facilitating the setup of web subscriptions, ensuring a smooth and efficient experience for customers.
Maintain and update the CRM database with accurate customer information.
Resolve customer complaints and issues quickly and effectively, ensuring a positive outcome and maintaining customer loyalty.
Continuously stay updated on product, services, and industry trends to provide customers with the best support.
Work closely with the client success, Insight and marketing teams to ensure seamless customer experience, driving high levels of customer satisfaction.
Manage a select group of accounts, supported by an account-based marketing program, to ensure tailored service and optimize client relationships.
Ensure follow-up with customers to guarantee their issues are resolved, subscriptions are properly managed , and they are satisfied with their overall experience.
Provide insights to management on customer feedback and areas for process improvements.

Requirements

What you’ll need

Previous experience in customer service, sales order processing, or subscription management is preferred.
A degree qualification is desired but not essential
Experience using CRM software or customer management tools.
Strong verbal and written communication skills.
Ability to work efficiently in a fast-paced environment, managing multiple priorities.
Detail-oriented with a strong ability to maintain accuracy when processing orders and updating databases.
Proactive and self-motivated with a focus on customer satisfaction.
Ability to handle difficult customer situations with professionalism and empathy.
Basic computer skills, including proficiency with Microsoft Office and CRM tools.

Benefits

Comp & perks

a market leading pension
a bonus scheme
the ability to buy and sell annual leave
a generous medical insurance package
great work-life balance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicesales order processingsubscription managementCRM softwaredata accuracyorder processingdatabase management

Soft Skills

verbal communicationwritten communicationtime managementdetail-orientedproactiveself-motivatedempathyproblem-solving