Customer Service Representative

2 months ago

SuttonInAshfield, United Kingdom World of Sweets Full time

World of Sweets is one of the UK’s leading confectionery suppliers, our ranges include a large range of branded chocolates, American novelty sweets and wholesale pick and mix. We are part of a group of companies incorporating Hancocks Cash & Carry, Bonds of London and Bobby’s Foods.

We are currently looking to recruit a **Customer Service Representative** to join our World of Sweets Key Accounts Customer Services Team based at our Offices in Sutton-in-Ashfield (NG17 5LN)

As a Customer Service Representative you will be responsible for handling orders and queries for high profile World of Sweets commercial and export customers. The CSR will be responsible for delivering world class customer service to World of Sweets customers.

**Primary Accountabilities / Responsibilities**:

- The role will be responsible for working towards specific KPI targets: owning the order to invoice process ensuring all orders are captured through to POD managing any discrepancies; working towards PDR’s goals and targets which are linked to KPI’s and behaviours to improve customer satisfaction; demonstrate you are working towards personal least best indicators to drive your own performance and enhance your customer service
- Manage our high volume of customer orders into CS - in line with core service standards - Day 1 for day 4 delivery schedules for standard order and allocation of stock as soon as stock available
- Identify issues and priorities and to work across the business to find the most customer focused, cost effective and timely resolution.
- Responsible for: Capture and logging all customer orders; acknowledge all customer orders with customer detailing delivery date; advise customers of shortages/delivery delays; liaising with supply chain/buying on stock management by customer; effective customer issue resolution to deliver world class customer service; ensuring the correct capture and correct coding of all inbound contacts; first call resolution on call contacts where possible; complaints Management; owning, resolving and reviewing all inbound contacts; handling POD discrepancies before this become debt and affects cash flow; assessment and discussions of complaint trends with their individual customers - communicating and escalating where appropriate; managing EDI order for Bluejay and Opentext with SAP and swords
- Complaints and Escalations: to effectively handle complaints and escalations to investigate and handle to a successful resolution; capture/ own and resolve all complaints; liaise with WH and hauliers on managing delivery delays; liaise with key stakeholders to successfully manage and resolve complaints

Keys words that will describe you are: accountable, positive, pro-active, supportive, team player, role model and influencer.

If this sounds like you then we would lover to hear from you

**Job Types**: Full-time, Permanent

**Salary**: £22,565.60 per year

**Benefits**:

- Life insurance
- On-site parking

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Sutton-In-Ashfield

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