Zeus Food is a leading company in the packaging industry, committed to delivering innovative and sustainable packaging solutions to our valued customers. Our core values of honesty, trust, ambition, courage, respect and customer service helps Zeus build the foundation on which its growth and success continues. The Post holder will join our dynamic team at the UK Head Office, where you will play a pivotal role in managing end user relationships, distribution partners, and utilising your specialist knowledge to support the businesses within the group. You will be a key player in our customer relations, service excellence efforts along with category, sales, margin, and new business growth. As a Foodservice Packaging Executive at Zeus Food, you will be a vital contributor within our dynamic team, dedicated to supporting our Account Packaging Consultants and Foodservice Replenishment Buyer. Your role will be instrumental in driving service excellence, sales growth, and margin optimisation within your assigned customer ledger. PRINCIPAL RESPONSIBILITIES Customer Relations: · Act as the primary internal liaison between Zeus Food and our customers, promptly and professionally handling orders, enquiries, and effective account management. · Nurture and maintain strong, long-term relationships with your customers, developing trust and loyalty. · Collaborate within your business POD to identify potential opportunities for range extension, cross-selling, margin improvement and cross company/category services to existing customers promoting the power of the group. · Effective communication with forecasting within your business POD always ensuring we have 100% stock availability and visibility on inventory orders and deliveries. Order Processing and Management: · Process customer orders accurately and efficiently, ensuring up to date and meticulous record-keeping in SAP and CRM system · Collaborate with various departments to ensure timely order fulfilment and delivery. · Monitor and track order statuses, providing customers with updates as needed. Product Knowledge: · Develop a comprehensive understanding of our categories products and group services to address customer enquiries and offer suitable solutions. · Assist customers in making the right choice in packaging solutions for their business based on their specific needs and requirements. · Develop a greater knowledge of product/category innovations, sustainable solutions and sector headlines. Problem Resolution: · Address customer issues with speed, empathy, and professionalism, striving to find effective solutions in a timely manner. · Escalate complex or unresolved issues to the appropriate department or person and follow up to ensure resolution. Communication and Documentation: · Maintain accurate and up-to-date customer records, including interactions, feedback, and preferences. Communicating any significant changes. · Communicate important updates, promotions, and product launches to customers through the most effective channel such as email, phone, or chat. · Positively contribute to all team meetings with current customer, growth, and product updates. · Attend and contribute all POD business surgeries. Feeback and Improvement: Gather and share valuable feedback from customers regarding their experience with our products and services, relaying this information to the management, commercial and buying teams. Collaborate within your business POD and food service team to implement customer-focused and category improvements and initiatives. Effective Account Management: · Incorporating a Customer Centric Approach - the following principles into your account management approach will help ensure you build strong relationships with your clients and drive mutual growth. · Lapsed Account Recovery – identify why the customer stopped trading and reactivate a strategy addressing the issues. · Managing Down Traders – Initiate proactive communication to understand the reasons behind their decision to scale back. By identifying this you can offer alternatives, cost-saving options, or additional value that align with their new requirements. · Gap Analysis - This gap analysis is essential for staying ahead of changing customer needs. Identify the products to fill these gaps, ensuring that your solutions align with their evolving requirements. Providing value where it's needed most, you strengthen the Zeus relationship and enhance the customers satisfaction. · Upselling and Cross-Selling -Look for continuous opportunities to provide additional value to your customers. This should involve offering products across our range or introducing other business within the group which align with the customers offering. · Retention Strategies - Develop a comprehensive retention strategy that includes regular contact with your customer to maintain the relationship. · Data and Analytics - Data and analytics are important to gain valuable insights into your customers behaviour. Information enables you to personalise your approach providing a solid foundation for effective account management. · Account Planning - Develop account-specific plans that outline targets, strategies, and timelines. Collaborate closely within your POD to ensure alignment and commitment to these plans. Regularly review and adjust these plans as needed to stay on track and adapt to changing circumstances. SCOPE OF POSITION The role does not have line management responsibility and will report to the Head of UK Food Service The post holder will be expected to work 40 hours per week in the execution of his/her duties. LOCATION This position is office based aligned to our UK Head Office in Biggleswade. It is the company’s intention that this job description is seen as a guide to the major areas and duties for which the jobholder is accountable. However, the business will change, and the jobholder’s obligations are bound to vary and develop, so the job description should be seen as a guide and not as a permanent, definite and exhaustive statement. PERSON SPECIFICATION Key Skills · Proven experience in a customer service or customer-facing role, preferably within the packaging industry or related field. · Excellent verbal and written communication skills, with the ability to engage with customers courteously and professionally. · Keen attention to detail and adherence to procedures and deadlines. · Computer skills, including Excel / Word / Outlook - Intermediate level is a minimum. · Knowledge of SAP is an advantage. Knowledge and Experience · Candidates need to have a minimum of 1 year's customer service/office experience and be used to dealing with customers over the phone and by email. · Demonstrable excellent customer service attributes. · Flexibility in approach, capable of prioritising numerous work streams. · Excellent planning, organisation, communication, and administration skills. Personal Attributes · Natural relationship builder with integrity, reliability, and maturity. · Critical thinking and problem-solving skills. · Quick learner. · Strong problem-solving abilities with the capacity to handle challenging situations diplomatically Join our team at Zeus Food and become an integral part of our commitment to service excellence and customer satisfaction. If you possess the skills, attributes, and dedication to excel in this role, we invite you to apply.