As a Customer Engagement Representative you will take ownership of enhancing the customer experience across a defined geographical area. This role is pivotal in ensuring that all interactions and engagements across various channels meet and exceed our customer's expectations, providing a seamless and efficient service.
Day-to-day of the role:
- Own and manage customer relationships within your designated geographical area.
- Conduct regular outbound calls as per the daily call plan, adjusting the frequency based on individual customer needs with a minimum set frequency of once per month for all nominated accounts.
- Handle inbound customer calls and take necessary actions promptly.
- Support customers across different ordering platforms
- Maintain accurate customer details, including contact information and delivery schedules.
- Manage order amendments and additions for both phone and web orders.
- Monitor and enhance customer Return on Investment (ROI) for equipment provided on a Free on Loan (FOL) basis.
- Collaborate with the sales team to generate and manage leads within your territory, ensuring proper follow-up with both internal and external stakeholders.
- Reactivate lapsed accounts and integrate them into your ongoing call plans.
- Work closely with Channel Managers to identify and capitalize on opportunities within National and Regional Accounts
- Keep customers informed about current promotions, new product developments, catalog updates, and allergen changes.
- Assist in webshop registrations and support existing customers with password resets and updates on new site features.
- Address and resolve any customer issues, driving solutions through effective case management.
- Collaborate with the sales team, Accounts Receivable, and Sales Data Admin to ensure no outstanding debts and proper closure of accounts that cease trading.
- Required Skills & Qualifications:
- Proven experience and knowledge in foodservice and retail sectors.
- Excellent organizational and planning skills, with the ability to hit the ground running.
- Strong communication skills and the ability to work independently.
- Results-oriented and target-driven, with a determined and tenacious attitude.
- Exceptional customer service skills, proactive and committed to achieving excellent results.
- Excellent written and oral communication skills
Other:
- Location: Southall (limited parking)
- Hours: Monday to Friday 8am to 5pm and approximately one in every four Sundays 8.30am to 4.30pm. If you work a Sunday you will be given a day in lieu in the week.
- Office based only (no hybrid working)