Customer Service Lead- Online and CRM Support
Musgrave is one of Europe’s most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain.
Every day we feed one in three people in Ireland through 18 market leading food and beverage brands that include Drinks inc, SuperValu, Centra, Frank and Honest and Musgrave MarketPlace.
We support thousands of retail and foodservice family businesses who live and work in the heart of the communities they serve.
We are committed to becoming the most trusted and sustainable business in Ireland and we are making changes across the company to ensure that happens. We want to make a positive impact on the world and we will support our suppliers and customers to make a difference too.
This role will work alongside both our Drinks Inc and Market Place teams and will combine key customer care skills with systems and process development. The two key areas of this role will be the development, progression, and ongoing support of our online ordering platforms, along with the day-to-day management of escalated customer queries.
Online: You will combine a mix of technical, sales, and service skills to deliver the ongoing development of our existing online ordering systems within Market Place and Drinks Inc. This will include, but is not limited to, the creation of new customer accounts, providing technical support to users, reviewing customer trends, identifying sales opportunities, and seeking to continually improve the customer’s online journey.
CRM: You will be responsible for fully embedding functionality and use of the system across all key functions within both businesses. Working alongside department managers to ensure team adherence to SLA’s and KPI’s. This will include the timely resolution of all logged customer queries across both businesses, ensuring that input is received from all necessary business units to meet the customers’ needs to satisfaction. Additionally, this role will analyze key trends and blockers to a great customer experience and provide feedback to relevant parties, then seek opportunities to enhance our Customers Experience.
Given the key tasks in this role, the ideal candidate will have experience with online ordering systems and thrive in delivering the best solutions to our customers. You will be confident working with multiple business areas and management and have experience in delivering high-performance sales and service KPI’s.
Key Duties
* Develop a customer-centric online ordering platform.
* Work alongside key functions to resolve customer queries within SLA.
* Analyze sales and performance data to identify opportunities within the online ordering platform.
* Conduct regular feedback sessions with online customers to identify satisfaction levels and act on blockers.
* Build and leverage effective relationships with key points of contact across the business, Sales, Supply Chain, and Trading.
* Create, maintain, and regularly review SOPs.
* Identify and resolve problems including key performance metrics and process improvements.
* Identify and escalate required system improvements.
Education & Experience
* A minimum of one year’s people management experience with extensive Customer Care experience.
* Broad experience of working with customers, understanding their needs and translating these into processes/improvements.
* Good knowledge of online sales tools, including background operation.
* Call centre management experience (outbound calling/working to targets).
* In-depth knowledge of wholesale Food service, retail, and drinks industries.
* Ability to confidently address escalated customer concerns.
* Ability to influence at a senior level to deliver customer improvements.
Musgrave operates a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the office and working remotely.
Musgrave is an equal opportunities employer. We encourage applications from diverse candidates. If we can make any accommodations to enable you to be the best version of yourself during the interview, please let us know.
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