JOB TITLE: Customer Service and Order Processor Team Member

JOB DESCRIPTION

JOB TITLE: Customer Service and Order Processor Team Member

REPORTS TO: Customer Service Manager

LOCATION: Cheddar

Hours: Flexible between 0800 and 1700 (7hrs per day, 1 hr lunch break)

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Company background

FSC is a family business with 27 years of award winning experience in creating,

rolling out and managing bespoke customer food-on-the-move solutions. Our

customers include a selection of blue-chip companies in various industries, such as Shell, Debenhams and John Lewis.

We offer a range of consultancy services drawing on our in depth knowledge of the

food-on-the-move sector and have managed projects in South America, North America, Asia, Scandinavia and several European countries.

Our Head Office is located in the world famous village of Cheddar and, although many of the team are based throughout the UK and Europe, we regularly get together to review performance, share best practice and socialise! As well as working in a challenging and fastmoving environment, we believe it’s important to have a big chunk of fun and no day is ever the same at FSC.

The Role of the Customer Service Team Member

The role and aims of this position are integral in developing and maximising sales with our retailer base, you are the face of the Company. You will have attention to detail and a concern for order and quality. The role requires the ability, after training, to mange the RJL and SLOPS software in relation to allFSC customers, maintaining customer standard orders, build and dispatch delivery notes to the manufacturers, and any other data entry requirements. Be competent and confident when handling customers’ queries and requests via email and telephone managing your time between tasks working within the team to meet multiple daily deadlines and call response targets.

KPI’s

To record all inbound and outbound calls business calls in the SFE database

To take responsibility for order amendment requests, analyse data and suggest solutions in line with business needs, alongside the Customer Service Manager.

Working together with the Retailer to increase sales within line of current budget

MaintainFilemaker Data in relation to all customers

To make order amends accurately in line with wastage targets

Responds quickly to telephone and email queries and confirm actions taken in a timely manner

To process and check daily orders sent to us via multiple ordering platforms to ensure customer requirements are met and deadlines are achieved

Provide data and reports in an agreed format as and when required

Communications between yourself and the sales teams is essential to ensure all instructions are followed and completed.

Identify process improvement and suggest solutions

To prioritise workload and react to situations as and when they arise

Flexibility

Perform any other duties and objectives as required from time to time in order to contribute effectively to the achievement of the business aims and objectives. To cover working hours of 0800 to 1700 in line with other team members

Key Skills

• Proven experience in using a Microsoft Office Excel, Word, Outlook
• Manage deadlines and communicate with team members to achieve daily workload with the team
• Provide efficient and accurate call recording notes while speaking to customers via the telephone
• Positive and can do attitude
• Able to analyse reports: which will include wastage, sales by product, sales by store, comparing performance against last year, forecasting for months ahead including seasonal changes
• Interpersonal skills
• Self-motivated
• Able to work as part of a team and periodically take leadership when the Line Manager is not in
• Willing to learn through self-development
• Full, Clean Driving Licence