Customer Support Executive – Stokenchurch

Posted by: Rachel
Date: 18th October 2022

The Company:

Tibbetts Group is a family-owned business established over 40 years ago, with approximately 150 employees across four locations. The business has a global customer base with revenues exceeding £60m. This position is based at BFC (UK supplier of choice for bespoke components and fasteners to the global automotive, aerospace, security, and industrial manufacturing sectors) in Stokenchurch, Buckinghamshire.


Role overview:

To support the sales team in order for them to deliver excellent customer support to all BFC customers in all aspects and ensure that they see BFC as easy to deal with. This includes processing customer orders, responding to customer requests effectively, supporting the sales team, and to be pro-active in ensuring the business meets, or exceeds, the expectations of customers ensuring BFC remains their supplier of choice.


Key responsibilities include:

  • Load all sales orders and schedules on to WinMan ERP (Enterprise Resource Planning) system
  • Manage outbound shipping dates to customers and run ‘Shipments’ regularly throughout the working day
  • Work with the sales team, and with colleagues in other departments to improve processes, efficiencies and reduce errors
  • Support the sales team, and manage workload within the department, ensuring the team are able to effectively carry out their roles
  • Book on all international shipments and load details onto the group dispatch tracker
  • Respond to all POD (Proof of Delivery) requests, providing signature and images to customers where required
  • Process any RMA (Return Material Authorisation) requests
  • Ensure customers receive outstanding support where their expectations and requirements are met, ensuring BFC remain their preferred supplier of choice
  • Assist internal account management, supporting the team in responding to ad hoc requests
  • To ensure the correct customer pricing groups are set up and ready to use for all relevant regular marketing communications (e.g., annual price list, new to range, or promotions)
  • Customer set up process – ensure customers are set up correctly and within a reasonable time period
  • Supporting the business with specific reports and queries relating to sales
  • Ensure the smooth flow and use of customer facing electronic ordering systems


Other responsibilities:

  • Produce standard daily sales reports
  • Keeping sensitive documents private and secure (complying with GDPR regulations)
  • Customer data integrity ongoing review process
  • Customer aged debt review process
  • Open daily post and scan to the appropriate system


Skills and experience:

  • GCSE in Maths and or English Language – Grade A to C
  • Ability to use Microsoft Office packages to an intermediate level, especially Excel
  • Processing Customer Orders and general administrative support
  • Previous administrative support experience within a sales environment
  • Previous experience within an OEM (Original Equipment Manufacturer) environment advantageous
  • Previous experience of managing outbound shipping dates
  • Excellent verbal and written communication skills, with strong attention to detail
  • Confident communicator when dealing with customers and processing customer orders
  • Ability to work independently, as well as in a team and demonstrate initiative


The benefits:

  • Annual bonus scheme
  • Long service incentives
  • Stakeholder Pension scheme
  • Life insurance
  • Cycle scheme
  • Health shield cash plan scheme
  • 23 days annual leave rising to 25 days on 5 years’ service + bank holidays
  • Buying additional holiday scheme
  • Additional leave – TOIL (Time Off In Lieu) scheme


 Additional job details:

  • Application deadline – close of play Monday, 31st October 2022
  • Hours – 40 hrs per week Monday to Friday (office)
  • Location – Stokenchurch (one minute from J5 of the M40)


If you would like to apply, please send your CV along with a cover letter to: