Do you have the appetite to Grow Your Magic?
The secrets behind Puratos’ global success and consistent growth are taste and quality. We would like to welcome you within our enthusiastic, committed and passionate team of more than 10,000 employees. We are an international player and, what is more, a Belgian family business. Our people make the difference every single day. How? By developing, producing and distributing a unique and high-quality range of ingredients for bakers, pastry-chefs, and chocolatiers, since 1919.
More than a century later, our products and services are available in 100+ countries around the world. Our passion for innovation, closeness to our customers, and their customers, as well as our core values form the basis of our passion to improve. Now you have the opportunity to Join the Magic!
Position Overview
To strengthen our team in UK, we are looking for a:
Customer Services Executive (12 Month Fixed Term Contract)
(Buckingham, UK)
Your Mission
You will have a double mission as Customer Services Executive:
* To perform a first-rate customer experience as the front-line contact; performing customer services from order to repeat custom.
* To help the wider sales function develop profitable sales and create strong long-term customer partnerships in line with the commercial strategy.
Key Accountabilities
Order processing / Generic Tasks
* Taking and processing daily orders for a specified and diverse account portfolio across all three Business Units of Bakery, Patisserie, and Chocolate.
* Working alongside the Purchasing, Production, and Quality teams (operations) to ensure orders are processed and delivered according to any Customer SLA in place; liaising with the transport/warehouse department to ensure deliveries are made OTIF and then respond and keep customers up to date with order processes by E-mail or phone.
* Daily reporting and account management including raising and processing credit, checking back order reports, managing VL10 reporting and following up on any items on QA hold and order stock hold that will affect OTIF.
* Where appropriate and with suitable training, offer customers additional products and services when they call to place orders. Manage general telephone queries and direct to relevant people, taking messages where appropriate.
Customer retention/organic growth
* Collation of customer data via phone/e-mail to capture customer contact details to help populate CRM through the sales Managers appropriately.
* Managing all customer queries outside of order processing including management of customer complaints, ensuring new leads are passed to relevant sales managers and sharing potential new leads if appropriate.
Drive Sales / lead generation
* Updating relevant sales personnel on any new enquiries and leads if phoned or emailed inbound.
* Where appropriate and suitably trained, run campaigns (outward bound calls) to contact specific call files using gap analysis reports, e.g., lapsed stockist to enhance sales.
* Take an active role in learning about Puratos products through both Puratos university as well as in-house training at Fringford and by visiting targeted and appropriate customers to aid product knowledge.
What we expect from you
* Educated to a level that promises a high level of communication skills. You should be professional and friendly, with a good telephone manner when talking to customers.
* Proven experience of working within a team; driven by high standards of customer focus and strong company ethics as part of a target-driven structure.
* Personal experience in a customer services department; confident using phone and e-mail to manage conflict, drive sales and answer queries.
* Ability to problem solve and manage situations in which the executive may have to investigate before response.
* A desire to perform to perfection and a keen eye for attention to detail and accuracy is essential.
* Fun and outgoing behaviours are ideal; cultural fit is essential and a supportive team dynamic is paramount to succeed.
Offer
We are a warm family company with a historical growth track record and a clear long-term vision for the future. We promote a caring, inclusive, trustful, and respectful work environment by putting people first. Of course, Puratos offers a competitive package (salary of £28,500, group insurance, healthcare, training…) but additionally, offers you a position that you can further develop and shape.
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