Reporting to the Customer Care Manager, this person works as part of the Customer Care Team and has close relationships with Sales and Marketing Management, Credit Control, IT and the Supply team.
Key Responsibilities:
* Customer orders to be accurately recorded and processed in line with Customer Service standards across phone, email and EDI.
* Action all customer queries on sales, products, deliveries, credit notes, ensuring accurate and timely follow-on in line with customer service standards for both RoI and NI.
* Provides support to BDE’s (Reps.) and Brand Activators (BAT's) in the area of customer queries.
* Tele-selling and Tele-Marketing of Company products on an enquiry and programmed basis.
* Customer credit requests to be speedily investigated/agreed or not/and appropriate action/follow through to be effected i.e. produce credit note or inform customer otherwise.Credit notes to be processed within the agreed Customer Service Standards i.e. seven working days from receipt of demand.
* Liaison daily with external warehouse team and 3 rd parties as appropriate.
* Acquire/upgrade appropriate skills to complete job output in an efficient, timely and pro-active manner.
* Provided Holiday relief cover through Tele-Sales for BDE’s and BAT’s.
* To provide exceptional Customer Care cover for specific appointed Key Accounts initiatives.
* Ensure Customer Care Manager or Deputy is fully briefed and informed on all relevant matters.
* Implement up to date promotional lists in order to ensure customers are advised as they place order: use the promotions lists as an order-selling tool; prompt customer into order building at all times.
* Ensure flexible approach to existing and new methods of operating in order to have a clear focus on improved customer relations in a speedy and efficient manner.
* Recording of short deliveries on P.O.D.’s.
* Ensure accurate records are created for marketing point of sale items.
* Action all customer/BDE orders in a timely and accurate manner for marketing POS.
Key Success Measures:
* Accuracy of order taking
* Promptness in dealing with customer queries
* Courteous response and high levels of service demonstrated to customers and BDE's.
* Ensure positive effect on number of Sales Office errors in relation to order taking/processing and correct credit note issuing.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Food and Beverage Services
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