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Customer Service Representative

4 months ago

Rochester, United Kingdom Peachtree Foods Full time

An experienced Customer Service Representative with 3+ years of experience is needed to join our team at Peachtree Foods based in Rochester, Kent.

This position is primarily responsible for the day-to-day management & support of our existing and newly acquired customer accounts. This will include individual hotel onboarding, ongoing customer service, processing orders, customer training and producttroubleshooting.

The role is almost exclusively phone-based. However, no cold-calling is involved, as all outgoing calls go to our established customers.

This is an exciting opportunity to join us in our growth phase

**About Us**

Peachtree Foods is the standard in delivering the highest quality, most reliable and attentive service while pioneering inventive breakfast experiences to the hospitality and foodservice industries - always aspiring to enhance our customers’ brand and delightguests around the world. Everything we do is Beyond Expected.

Our mission is built around key points that inspire excellence in everything we do, and our commitment to that mission has driven us to become a leader in the hospitality and commercial
foodservice space.

No matter a person’s role in the organisation, we put our people first by providing a safe and engaging atmosphere where team members can grow professionally and personally.

**Key Responsibilities**:

- Build and maintain strong relationships with our customers, proactively developing a positive customer experience that ensures satisfaction and customer retention
- Record all customer contact activity and maintain accurate customer profiles in the Company CRM (Zoho) and SharePoint
- Review customer's product consumption levels and order history to ensure they maintain compliance with the requirements of our programs
- Working with customers to offer solutions and strategies to meet and exceed these requirements
- Offer alternative options to customers that are unable to consistently maintain minimum requirements
- Managing the customer ordering process; taking the orders, booking daily deliveries & collections, creating, and sending invoices, providing tracking information and coordinating with warehouse for orders to be shipped and delivered on time
- Providing initial end user product training to F&B teams on site via either phone or video-based calls, troubleshooting & maintenance support for the end-user operator
- Accurately record a maintenance case file in the CRM until successful resolution
- Co-ordinate the dispatch and tracking of all equipment placements and returns until complete
- Assist, when necessary, the monitoring of A/R by proactively following up overdue invoices

**Required Experience**:

- 3-5 years in a customer service or order management role, Foodservice and/or hospitality industry experience is favourably considered
- Strong phone presence, capable of dialing multiple outbound calls (40+) per day
- Ability to multi-task and prioritise your time efficiently & effectively
- Capable of being part of a small, dynamic, and fast-growing team
- Results oriented and the ability to develop creative solutions to problems
- Excellent verbal and written communication skills
- Functional knowledge of Microsoft Office 365
- Experience working with CRM platforms (Zoho or similar)

**Benefits**:

- Eligible for performance-based bonus scheme
- Workplace Pension contribution
- 20 Days paid annual leave plus bank holidays

Sounds interesting? Click **APPLY** to send your CV for immediate consideration.