Diverse Fine Food is a fine food and beverage distributor committed to both safe and legal food storage distribution while also providing an ongoing and relentless focus on continued service improvement to our customers.
We supply artisan products to independent retailers throughout the UK. Our customers include Selfridges, Harrods, Wholefoods, Harvey Nichols, The Gloucester Gateway services.
Overview
The Customer Experience we provide is at the core of our proposition & growth plan, so the position of Customer Service Agent is seen as pivotal in our organisation.
Acting as the main contact for customers but then liaising with all internal departments to ensure the order to cash process is delivered effectively.
The role requires the individual to be able to process large volumes of data while ensuring the customer contact is professional and timely, doing what we say we are going to do is a key attribute
Core Responsibility
- Dealing with customers via email and telephone providing responses and support in a timely fashion, in line with agreed SLA (Service level agreement = target) where appropriate.
- Be the champion of the Service desk platform – Freshdesk, proactively managing the tickets within SLA’s, working with other departments to drive conclusion of ticket and picking out key service trends and working with the management team to resolve root cause issues
- Order taking and input on Orderwise software.
- Management of customer enquiries from cradle to grave, ensuring closure in a timely fashion
- Management of data in Orderwise, ensuring it is up to date and aligned with Fresh sales CRM
- Customer issues and requirements. This includes liaising with our hauliers when delivery issues arise.
- Dealing with day-to-day additional office tasks.
- Other activities identified by the management team
Operating Platform & Standards
Business productivity and effectiveness is essential to delivery our Purpose of “Fine Food Delivered Differently”. As a result, we have and will continue to invest in technology to ensure we maximise productivity.
You will need to become proficient and then work to ensure the data is correct and timely in all systems, currently key systems are
· Freshdesk
· Freshsales
· Orderwise
Overall, our philosophy for growth is based around delivery of fantastic products to exceptional standards, this can only be achieved if every member of TeamD is focused on excellence, constantly looking for and developing ongoing improvement.
Delivering exceptional customer service is a responsibility for all TeamD members but controlled through our Customer Service team, so you must be willing to take ownership and live the Diverse DNA everyday, which are:
1. Customer are core, we aim to inspire
2. Our people and teams are empowered to make a difference everyday
3. We are passionate about connecting brands to customers, telling their stories
4. Social responsibility guides all our decision
Qualities
- Previous Customer Service Experience preferred but not essential as we will provide full training
- A great telephone manner
- Hard working & reliable with a good work ethic
- Focused with high a level to attention to detail
- Able to work as part of the team
Benefits
- Real Living Wage Employer
- 28 days holiday per annum (including Bank Holidays)
- Pension Scheme
- Birthday (when in working week) given as additional days holiday
- Free samples of products
- Health Assured Program to support personal wellbeing
- Regular product training and relevant samples
Details
1. Monday to Friday – 37.5 hour week
2. 30 minute lunch (Paid) and 2 x 15 minute breaks (Not Paid)
3. Salary – £23,400 per annum
Job Type: Full-time
Job Types: Full-time, Permanent