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 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 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 keeping customers updated with order process via email 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, 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/email 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.
Drive Sales / lead generation
* Updating relevant sales personnel on any new inquiries and leads if phoned or emailed inbound.
* Where appropriate, run campaigns (outward bound calls) to contact specific call files using gap analysis reports.
* Where appropriate, perform outward bound calls using a script for specific items, focus products, or promotional activity as specified and approved by the sales managers.
* Where appropriate, contact existing customers and new prospects to sell products and new services, using a database to identify customers who have bought products in the past or prospects whose profile indicates that they are likely to buy.
* Take an active role in learning about Puratos products through both Puratos university as well as in-house training.
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.
* Personal experience of customer services department; confident using phone and email 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 behaviors 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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