Martin Brower Hiring For Customer Service Advisor – MBUKIRE at Clondalkin, County Dublin Full Time

Job 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:
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:
Minimum 1 year 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