ESSENTIAL SKILLS REQUIRED OF OUR DEDICATED CUSTOMER PROFESSIONAL:

• 2-3 years previous experience in a demanding customer service environment
• IT proficient in MS package, intermediate to advanced in Excel
• Ability to work in a fast-changing, dynamic environment
• Fluent in English both written and spoken
• Excellent communication skills – a relationship builder
• Active listening skills
• Ability to deliver difficult messages positively
• Ability to give and receive feedback positively
• Process driven and able to adopt and utilise to best advantage
• Proactive attitude

DESIRABLE SKILLS

• Additional language spoken, in particular French, Spanish and/or Portuguese
• Experience of working with SAP and Salesforce
• Experience of complaint handling through to resolution
• International business understanding and/or experience

• Manage and oversee customer deliveries
• Be the first point of contact for all customer requests, respond to customers within agreed time scales.
• Proactive communication to keep customers informed
• Build strong relationship with customer to understand their needs, weekly courtesy calls with key customers and internal account managers to ensure their needs are being met and where possible exceeded.
• Takes ownership of challenges and following through to ensure deliver as promised to the customer, collaborating with colleagues being the voice of the customers.
• Investigate complaints, monitor and challenge for preventative measures.
• Challenge processes to ensure we constantly improve
• Process Customer Orders and checking colleagues order entry.
• Process and resolving Customer Complaints in a timely manner
• Understanding, communicating and processing promotional deals.
• Contact customers who regularly order and haven’t ordered in their usual timeframe, or ordering outside their usual buying pattern
• Proactively contact customers to ensure they are aware of any offers that are running, or any products in our portfolio they are not currently purchasing