Telesales Co-ordinator

**Job Details**:
**TELESALES CO-ORDINATOR**

**Hours**:

- Monday - Friday 40 hours per week with 1 hour unpaid break

**Salary** - £21,780 per annum

**A bit about BAKO Group....**:
BAKO is a leading supplier of Bakery Products and Ingredients servicing customers throughout the United Kingdom. BAKO Ltd forms an integral part of the BAKO Group Ltd with revenues of £150m and 300 employees. The Group is the largest bakery goods wholesaler in the UK with National coverage serviced via its depots in Preston, Wimbledon and Durham.

Launched over 50 years ago, BAKO offers the food industry an outstanding combination of competitive prices plus the exceptional customer service only a local company can provide. Today our customers enjoy the combined purchasing power, logistics and resources of one of the largest nationwide distributors to the food industry. From large pallet deliveries to products for the small & home baker, BAKO caters to all size of customer.

Our multi-temperature distribution fleet allows us to deliver a wide variety of ambient, chilled and frozen products from the same vehicles. We serve an ever-expanding customer base within the food industry which ranges from traditional organisations through to new companies catering for the latest convenience markets.

**Purpose of Job**:
Your duties will be to maintain a high level of service to the customer at all times, handling both incoming and outgoing calls, processing orders, query/complaint handling with competence and diligence. Taking the initiative of up-selling and gaining new business together with undertaking other duties which may be necessary for the effective and efficient running of department/business. Building excellent rapport and relationships with both colleagues and customers is an essential part of the job as well as working closely with members of the sales team at all times. You may from time to time be required to undertake other duties which fall within your capability and which are in the interests of the business.

**Main Duties**:

- Ensure all orders are processed in a timely fashion taking into consideration cut off times and that sales opportunities are maximised wherever possible through effective account management.
- To ensure all new customer enquiries are dealt with in a professional manor and communicated to the relevant field sales executive with as much factual information as possible.
- To ensure all existing customer enquiries are dealt with professionally and efficiently converting the enquiry to a live order where possible. Any pricing issues are to be communicated to external sales.
- To encourage monthly promotions and new product launches.
- To raise credit notes accurately and efficiently.
- Update call lists when required.
- To strive to achieve and exceed targets set against KPI’s in all areas of the operations not just those set out with financial reward.
- Focus on the customer’s requirements at all times to ensure maximum customer service excellence.
- To liaise with other departments in order to achieve the customer’s requirements
- To constantly strive for continual improvement through effective management of KPI’s, identifying appropriate corrective actions and implementing actions to prevent recurrence.
- To report any areas of non-conformance to a team leader and ensure effective use of quality incident reports.
- To identify and handle all service or product complaints in accordance with procedures and closed out to the satisfaction of the customer within set timescales.
- Report any obstacles to achieving customer service excellence to the team leader or sales manager.

**Job Requirements**:
**Essential**
- Ideally 2 years’ experience in a customer service call centre or retail environment
- Experience in cross selling, introducing new lines and selling promotional products
- Ability to work on own initiative
- Excellent customer service skills
- Excellent communication and interpersonal skills
- Experience of working towards pre-defined KPI’s
- be flexible
- be a good team player

**What We Offer**:

- KPI bonus scheme
- 28 days holiday inclusive of bank holidays (pro rata)
- Company Pension Scheme
- Life Assurance cover
- Company Sick Pay
- Employee Discount Scheme
- Cycle to work Scheme
- Employee Assistance Programme

**How to Apply**: