Address
Salary Overview:
Responsibilities:
Position summary:
Martin Brower is a global supply chain leader that provides smart, sustainable solutions for customers across 18 countries. We are dedicated to creating an outstanding work environment for our team of 12,500+ employees, who combine our expertise with the latest technologies to deliver unmatched value for our customers.
Responsibilities:
1 x Customer Service Advisor - Full Time, 12 Month Fixed Term (Maternity Cover)
Location: Hemel Hempstead
Shift Pattern: 4 on 4 off (including weekend work & contractual overtime)
This is an onsite role at our Hemel Hempstead DC, HP2 7EQ
Position summary:
To maintain a professional image of the company in all customer interactions and demonstrate passion and commitment to the customer by resolving all restaurant requests, queries and complaints and identifying opportunities to continually improve service levels
Major duties & responsibilities:
Major duties & responsibilities:
Inbound customer contact will include (but is not limited to):
- Delight the customer by providing a positive customer experience for all inbound customer contact to the satisfaction of the customer
- Restaurant order proposal changes and emergency orders
- Delivery schedule changes
- Product non-conformances
- Investigate and process errors/returns
- Management of the Restaurant recoveries
- Build effective working relationships with Restaurants to proactively trouble shoot, identified trends/issues affecting Restaurant Supply and manage to the satisfaction of the customer
Outbound customer contact will include (but is not limited to):
- KPI/Dashboard results and exceptions
- Performance review surveys
Credits management:
- Process all credit claims utilising the JBA/JDE system and excel trackers
- Work with the operations team to check the validity of the claims via CCTV
- Liaise with the customer, where appropriate, regarding credit claims
- Prepare and issue credit information to the operations team
Technical Competencies:
- 1-2+ years of experience in similar Customer Service environment/role
- Experience in call handling systems
- Excellent data entry
- Experience of data modelling, reporting and analysis tools
- Competent in use of Microsoft Access, Excel, Word, PowerPoint and Outlook
Behavioural competencies:
Adaptability
- Accepts and adapts to changes
- Learns new skills to meet new needs of the business
- Suggests changes and improvements
Quality Work Output
- Produces quality work
- Follows safety practices and compliance policies
- Uses time wisely and gets things done
- Meets or exceeds deadlines
- Takes responsibility for own actions
Service Orientation
- Supports the company's mission, vision and values
- Meets or exceeds customer needs
- Responds to requests in a timely manner
- Takes initiative to meet customers' needs
Resourcefulness
- Uses materials, processes and tools efficiently
- Takes initiative to solve problems
- Does the most important work first
- Gets things done while still upholding ethics, integrity, compliance and company values
Teamwork
- Works with others to get things done
- Openly shares feedback and information that helps the team
- Treats others with respect
- Is approachable to others
- Listens so others feel heard
- Develops relationships built on trust
