Internal Customer Service Representative

To be considered for this position Internal Customer Service Representative you must be a current employee of JJ Food Service Ltd.

Group

Sales

Branch

Enfield

Team

Customer Service

Job Type

Full Time

Position

Customer Service Representative

Report To

Customer Service Manager/Customer Service Supervisor

Reported From

N/A

Primary Responsibility

Maintain an excellent standard of service and high level of customer satisfaction.

Interact with customers to provide information in response to enquiries about products and services and to handle and resolve complaints.

List Areas Of Daily And Long-term Responsibilities

• Log all customer complaints and take relevant action
• Communicate with mobile staff to resolve issues
• Deal quickly and efficiently with customer enquiries or complaints in person, by phone, email and website
• Confirm returned items in accordance to relevant documentation and authorise credit for customer accordingly (collection notes/returned invoices)
• Keep customers informed of status in deliveries where likelihood of delay
• Maintain log of any product issues i.e quality issues and ensure stocked items are inspected as a result
• Investigate and process query sheets in accordance with findings issuing credits as necessary
• Authorise under minimum orders for delivery in the event of any errors
• Maintain up to date information on all customer interactions on the task history database
• Provide feedback to enhance product performance and service delivery
• Develop and maintain knowledge on the characteristics, strengths and general information on all products

Other

• To ensure that the company internal/external customer care & equal opportunity policies are adhered to at all times.
• Ensure compliance with policies and procedures for Health & Safety
• Adhere to all company policies, procedures and business requirements
• Undertake additional tasks and responsibilities as may be reasonably expected of the role and as necessary in order to achieve the objectives of the department and JJ Food Service goals.
• Maintain confidentiality in accordance with the General Data Protection Regulation (GDPR)

Education

4 GCSE’s A-C including English and Mathematics or equivalent qualifications / 2+ years experience within a customer service oriented environment

Certificates

Level 2 NVQ in Customer Service is preferable

Physical Requirements

Lifting: The job will involve manual handling (lifting or moving products or equipment). You will be provided with training to undertake manual handling safely, using the equipment provided where necessary.

Physical requirements: pushing, pulling the trolley to carry the above items occasionally.

Equipment: you will be trained to use appropriate equipment depending on the load you are required to lift.

Skills

• Adaptability
• Empathy
• Service orientation
• Communication
• Conflict management
• Self-control
• Presentation
• Intermediate level of Microsoft Excel

It is an express condition of employment that you are prepared, whenever necessary, to transfer to alternative groups or duties within our business. During holiday periods, etc. it may be necessary for you to take over some duties normally performed by colleagues. This flexibility is essential as the type and volume of work is always subject to change, and it allows us to operate efficiently and gain maximum potential.