The Customer Service Centre is open for 364 days of the year and is a 7 day a week operation. Our customer base consists of multiples such as Asda, Sainsbury’s, Co-Op, Tesco, various Dairy accounts and fascia groups as well as independent customers.
The Customer Service Centre handles approximately 8,000 calls per month, responding to service and product queries, credit requests and adjustments to orders. We also work closely with a large number of Third Party suppliers and a network of bakeries and depots across the UK and Northern Ireland who deliver to around 10,000 customers per day.
Working in a fast paced environment, the job holder is responsible for administrating all aspects of the customer ordering process, managing customer contingencies and liaising with key stakeholders to ensure fulfilment of orders from order capture through to order adjustments, allocations and the credit process.
To respond to customer services issues and provide an excellent customer service to both internal and external customers. Have the ability to respond and take ownership of daily service issues, customer complaints and escalations and to cascade appropriately across the Allied Bakeries network and customer base to a satisfactory resolution.
To maintain high levels of Service delivery by effectively managing customers’ orders ensuring both orders and adjustments are received and processed accurately within set time frames, understanding any impacts and providing feedback where necessary.
Collaboration with Demand Planners, Customer Managers, Bakeries, Vendors and any key stakeholders to identify issues and trends providing timely and clear communication to implement an agreed resolution.
Respond to queries, requests and complaints from customers and colleagues across our business, analysing information available and using the relevant systems to determine a successful customer resolution and understanding.
Cascade service, delivery or account issues effectively to Customers and Managers offering suggestions for resolution where appropriate.
Skills and Experience
• Previous experience of SAP or similar order management system
• Experience of working in a busy office environment, ideally FMCG and the ability to work to deadlines
• Strong communicator with high levels of written and verbal communication skills including excellent call handling
• Previous experience working within a Customer Service focussed role
• Excellent analytical and problem solving capability
• Ability and desire to deliver exceptional levels of Customer Service
• IT literate - proficient in Excel, Word and Outlook
As we are 364 day operation this role will involve week-end working on a permanent basis.