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Technical Customer Services Specialist
2 months ago
Job Summary
Finsbury Food Group, a leading speciality bakery manufacturer, is seeking a skilled Technical Customer Services professional to join our team in Cardiff. As a key member of our Technical team, you will play a crucial role in ensuring the ongoing processing of complaints for the group, in line with our Service Level Agreement (SLA).
Key Responsibilities
- Collate and process all complaints received for Finsbury Food Group via various methods, logging complaints into the Ideagen/QADEX database.
- Communicate with customers/consumers to obtain further details and retrieve foreign body samples, as necessary, to progress complaint investigations.
- Notify relevant site personnel of any signs of trending in compliance with SLA.
- Monitor and chase outstanding investigations/root cause from sites to close out complaints within the timeframe set in SLA.
- Respond to complaints within the timeframe set in SLA and provide customers/consumers with a holding letter acknowledging receipt of a complaint, as required.
- Upload weekly sales data into Ideagen/QADEX to generate CPMU information and trending, as well as monitor administration aspects of systems and notify the reporting Line Manager of any errors or required amendments.
- Maintain general housekeeping and cleansing of systems, including archiving products and closing off complaints, and work with systems controllers to ensure any issues are raised and resolved.
Requirements
- Excellent communication and written skills.
- Computer literate, including proficiency in Excel, spreadsheets, and working with volumes and percentages.
- Ability to operate on your own initiative or as part of a team.
- Good time management skills.
- Excellent attention to detail.
- Methodical approach to managing workload.
About Finsbury Food Group
Finsbury Food Group is a leading speciality bakery manufacturer, committed to raising quality and efficiency standards and building long-term relationships with major multiple retailers and the foodservice channel. We are dedicated to employee development and want every individual to have the skills and capabilities to achieve both their own personal goals and our business goals.
