Job Title: Business to Business Consultant

JOB DESCRIPTION

Reporting To:Team Manager – Customer Services

Summary of Main Duties and Responsibilities:

As a member of the Customer Service Department you will deliver an exceptional and trusted experience to our partners. A self motivated team player with a passion for outstanding service in everything you do, you will demonstrate excellent communication skills using your enthusiasm and drive to engage with, inform and inspire our partners. You will be able to identify opportunities in order to increase revenue within F&B, build and strengthen our business relationships, promote the brand and build advocacy and loyalty that drives recommendation of F&B products.

Account Management Skills

Ensure a right first time approach through accurate processing of orders.
Influence our partners to adopt B2B processing to reduce manual activity, improve efficiency and accuracy.
Make every interaction feel individual and personalised to demonstrate the importance our partners have in growing the F&B brand.
Ensure all queries are handled professionally and to resolution keeping the customer informed throughout to encourage growth and retention with our partners.
Ensure all issues are escalated quickly so resolution can be sought and engage the sales team as appropriate.
Identify any vulnerable customers for close monitoring.
Work closely with new partners to help develop a strong working relationship.
Identify system improvements that remove complexity and make it easy to do business with F&B.
Ability to identify opportunities and appropriate follow up
Ability to make balanced, objective decisions that are commercially viable
Exceptional organisational skills and ability to prioritise work load to ensure all activity is completed to timelines

Customer Service Skills

Clear communication with our partners to establish their need, build their knowledge regarding our products and drive confidence in our brand.
Be able to talk about our full range, the advantages and uniqueness of our products and application needs to ensure they avoid post application issues.

Deliver on promises made by providing timely solutions and keep our partners fully informed throughout the process.
Treat the customer as an individual and tailor the conversation appropriately, empathise and listen.
Provide a full summary, avoid making assumption, never express frustration and avoid the use of complex technical terminology and/or jargon.
Ensure all processes, practices and policies are fully understood, adhered to consistently and can be articulated clearly
Own, record and monitor all weekly targets, escalate and request support where these are not achieved to ensure corrective action
Positive attitude with a belief in our products, passion for colour and an interest in home decorating
Exceptional attention to detail
IT skills to include IFS, Outlook, MS Word, Excel & PowerPoint
Excellent verbal & written communication skills
Computer and system literate

General Duties

Be prepared to work across teams to share your knowledge and ensure sales and service are never compromised.
Be prepared to travel for stockist / showroom visits to improve knowledge
Ad hoc duties as required

Behavioural

Persuade and influence in order to inspire confidence in our products Drive, enthusiasm and a proactive, ‘can do’ attitude
An enthusiastic and professional communicator with the ability to adapt style and approach
Ability to challenge appropriately at all levels
Commercial and business acumen
Solutions orientated
Team player
Approachable
Ensure high levels of confidentiality
Lead by example by ‘living’ the organisations values each and every day and demonstrate high levels of motivation
Take responsibility for identifying personal development to improve overall understanding of the end to end customer experience to build knowledge and expertise
Quality / right first time focus
Proactive and inquisitive
Conscientious

This is an outline Job Description and employees are expected to undertake other duties, as directed, to ensure customer service is not compromised during period of high workloads, sickness, holidays and emergencies.