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
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