Job Description

My client is a fast growing, and highly successful producer and distributor of speciality foods. They supply to a nationwide network of customers from the smallest farm shops, to restaurants and food manufacturers and are looking for a Customer Service Advisor to join their team in Worcester on a permanent, full time basis.

THE ROLE

Your main tasks involve being the first point of contact for customers, listening attentively and communicating effectively to deliver exceptional customer service at every interaction and ensure a faultless supply of quality goods. You will need to build up an in-depth knowledge of the client's products and their origins, which will allow you to offer valuable advice to their customers.

KEY RESPONSIBILITIES/DUTIES

• To be the first point of contact for customers, to listen attentively and communicate effectively to deliver exceptional customer service at every interaction and ensure a faultless supply of quality goods
• Completion of tasks promptly and effectively
• Development of good working relationships with all customers and staff
• Achievement of set sales targets and incentives
• Provide a polite and professional first impression to customers calling for advice and to place orders
• To build a rapport with customers, listening attentively to input orders accurately and efficiently on the system
• Ensure that all incoming calls are answered within the set target times and in a welcoming and empathetic manner
• Liaise with customers regarding stock shortages and special orders
• Handle all general enquiries and ensure that more in-depth customer enquiries are directed to the correct department for resolution as appropriate
• To demonstrably care about the company's products, both new and existing, showing a willingness to improve knowledge of their origins, uses and stock codes
• Endeavour to improve average lines per order by actively encouraging further sales where possible including through short dated or over stocked goods
• Update system with any relevant information received
• Understanding the business and obtaining knowledge of both the company and their customers
• To absolutely ensure that any customer or client complaints, whether by phone or in writing, are acted up on, learnt from and responded to in accordance with the company's customer service standards

PERSON SPECIFICATION

• Passion for providing excellent customer service
• Positive attitude
• Willingness to go above and beyond to solve problems and enhance the customer experience
• Dependable
• Highly motivated
• Able to confidently communicate with customers
• English & Maths GCSE or equivalent
• Basic IT skills i.e. an understanding of the Microsoft Office package
• A proven track record of understanding customers' needs and delivering excellent customer service
• Outstanding written and verbal communication skills with the ability to build relationships over the telephone
• Possess a strong 'can-do' attitude with a confident approach to ownership and accountability
• A team player, as well as the ability to work independently
• Good problem-solving skills and the ability to work through difficult scenarios independently whilst also knowing when to seek assistance and escalate
• Ability to work well under pressure and to prioritise conflicting demands
• A desire to constantly look for ways to improve the customer experience
• An appreciation/passion for fine foods
• Great communication skills

SALARY AND WORKING HOURS

Monday - Friday / 8.30am - 5.00pm

30 min paid break

Salary is £22,000 per annum

Permanent role

BENEFITS

• Progression opportunities available
• Lovely offices to work from
• Free on-site parking
• Supportive, encouraging and successful company
• Discounted food
• Healthcare scheme
• Childcare vouchers