Working in the world of care, we're dedicated to providing excellent support and exceptional care to our customers at Blueleaf. As a leading supplier of care products, consumables and furniture, we're looking to recruit a permanent, full time Customer Care Executive to join our energetic Customer Service team in our Castleford location.
The management of key accounts internally using proven IAM principles so that growth is in line with business goals and objectives. Co-ordinating the day to queries around servicing. Liaising with our engineers and third-party partners. Being part of the Customer Service team and supporting front line response through peak times where needed.
This is a permanent full time role, working 40 hours a week, Monday to Friday, typical working hours are from 8am to 5:00pm. Immediate start is available.
About Blueleaf
At Blueleaf, we believe those who care for others are extraordinary. We're here to support them and ensure they never feel alone, and by understanding our clients needs and challenges, this allows us to find the right solutions to achieve their desired outcomes, as well as providing the essentials that every care home needs. In an industry which is all about people, we value relationships above all else, we take the time to get to know them, listen to them, and walk in their shoes and those of their residents - always living our values: 'Stronger Together, Achieve the Outcome, Lead the Way and Care. Always'.
With over 30-years’ experience in the care home sector and occupying a large portion of this market, Blueleaf is continually looking at ways to expand and grow by seeking new opportunities, and to use its experience and expertise to help care homes deliver outstanding care for their residents.
Blueleaf is an equal opportunities employer.
Your day to day responsibilities:
Sales Support
1. Key Account Manager support for Independent and Group Homes in the Tier 2 category.
2. Prioritise work so that customer care is always provided in line with their needs, including but not limited to onboarding, installations, order management, servicing requirements and general queries.
3. Support Key Account Managers with quotations, pricing tenders, price comparisons and customer reporting to seek up sell/cross sell opportunities.
4. Follow up all quotations within 3 days.
5. Develop a high level of expertise in the company’s product portfolio, becoming a strategic resource for our customers.
6. Pro-actively identify client challenges in your area of responsibility before they become an issue for your customers and solve this in a timely fashion.
7. Manage and sort account pricing queries.
8. Manage and sort Global Connect queries.
9. Interact with all customers whether on the telephone, email or live chat in a professional and friendly manner always.
10. Maintain a positive, empathetic, and professional attitude toward customers always.
11. Investigate and resolve customer complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order, or have received faulty products.
12. Liaise with relevant team members or 3rd party organisations when required for issues that need attention outside of the scope of this role.
13. Prioritise your own workload to ensure customer expectations are met at high standards and the level requested of customer service is always met.
14. Keep confidential records and financial information private and secure.
15. Onboarding of new clients, with training around how to place orders on our Online Hub.
Reporting
1. Review the performance of your sales territory monthly with Key Account Managers, ensuring actions to correct shortfalls are addressed immediately and professionally.
2. Control sales analysis on all regional customers and ensure that any drop in spending or product lines is captured so that the retention of sales is consistently upheld.
3. Any ad-hoc reporting that is required for your group of clients, which cannot be automated through the system.
4. Any specific servicing log reports as required by our clients.
5. Responsible for required reporting but working towards an automated solution for clients in your field.
Skills & Experience
* Basic qualification in Excel
* Telephone skills
* 2+ years sales/customer service experience
* 2+ years’ experience sales experience in the care sector understanding key issues in market
* Team player willing to participate as a full member of the team
* Excellent interpersonal and communication skills both verbal and written communication at all levels and backgrounds
* Planning and organising self to accomplish specific goals
* Initiative making attempts to influence events to achieve goals self-starter with strong problem-solving skills
* Customer fixation actively seeking to understand customers’ requirements anticipates requests for solutions based on well-developed relationships
* Problem solving with a willingness to make decisions once analysed, making judgment on the best solution to a problem or situation
* The ability to stay calm under pressure and when customers are stressed or upset
* Strong knowledge of portfolio and the sales approach
* Strong knowledge of product categories in our portfolio
* Customer Service Techniques
* Comfortable using computers and multiple systems
What will we offer?
We will offer a competitive salary of per annum, 33 days holiday inclusive of bank and public holidays. You will be eligible for inclusion in a discretionary bonus scheme and a number of welfare benefits, such as auto-enrolment into our pension scheme, Death in Service benefit, access to our Medicash scheme that provides cash back towards everyday healthcare bills and a wide range of other wellbeing benefits including access to an employee assistance program.
Location
This role is located at our Castleford office in West Yorkshire.
Next Steps
Apply now!
By applying for this role you give us consent to process your personal data for recruitment purposes only. A copy of our data privacy notice is available on the following link.Blueleaf Limited - Data Privacy Notice
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