Customer Service Advisor

As a Customer Engagement Representative you will take ownership of enhancing the customer experience across a defined geographical area. This role is pivotal in ensuring that all interactions and engagements across various channels meet and exceed customer's expectations, providing a seamless and efficient service.

Day-to-day of the role:

• Own and manage customer relationships within your designated geographical area.
• Conduct regular outbound calls as per the daily call plan, adjusting the frequency based on individual customer needs with a minimum set frequency of once per month for all nominated accounts.
• Handle inbound customer calls and take necessary actions promptly.
• Support customers across different ordering platforms
• Maintain accurate customer details, including contact information and delivery schedules.
• Manage order amendments and additions for both phone and web orders.
• Monitor and enhance customer Return on Investment (ROI) for equipment provided on a Free on Loan (FOL) basis.
• Collaborate with the sales team to generate and manage leads within your territory, ensuring proper follow-up with both internal and external stakeholders.
• Reactivate lapsed accounts and integrate them into your ongoing call plans.
• Work closely with Channel Managers to identify and capitalize on opportunities within National and Regional Accounts
• Keep customers informed about current promotions, new product developments, catalogue updates, and allergen changes.

• Required Skills & Qualifications:

• Proven experience and knowledge in foodservice and retail sectors.
• Excellent organizational and planning skills, with the ability to hit the ground running.
• Strong communication skills and the ability to work independently.
• Results-oriented and target-driven, with a determined and tenacious attitude.
• Exceptional customer service skills, proactive and committed to achieving excellent results.
• Excellent written and oral communication skills

Other:

• Location: Southall (limited parking)
• Hours: Monday to Friday 8am to 5pm and approximately one in every four Sundays 8.30am to 4.30pm. If you work a Sunday you will be given a day in lieu in the week.
• Office based only (no hybrid working)