Customer Experience Executive

3 weeks ago

Lowton, United Kingdom Middleby Full time

Middleby UK Ltd is the UK-based subsidiary of The Middleby Corporation, a global leader in commercial and residential kitchen equipment solutions.

Middleby UK supports a broad range of customers, from restaurants and hotels to cafes, bars, and more, with a focus on energy efficiency, advanced cooking technology, and automation.

Middleby UK also showcases its innovation through venues like the Middleby Innovation Kitchen, where culinary professionals, restaurateurs, and equipment distributors can see live demonstrations of cutting-edge appliances, attend workshops, and gain insights into the latest food trends and techniques. The Middleby UK team frequently collaborates with chefs and kitchen experts to help them explore new menu options and improve kitchen workflows with advanced technology.

We are looking to recruit a Customer Experience Executive to join our newly created team. The main focus of the role is to respond to incoming customer enquiries, queries, to process orders and to ensure our customers receive industry leading customer service.

Key Accountabilities

* Provide first contact for incoming enquires, always ensuring the highest standards of customer service. This will involve:

1. Answering incoming customer enquiries and queries, providing information and advice of a high standard of customer service.

2. Dealing with queries and problems from dealers, end users and the public and ensure resolution in a timely and professional manner.

3. Monitor live chat function on the website.

4. Ensuring the customer experience is at the forefront of everything

* Process orders with a high degree of accuracy using the required system.

* Establish and maintain effective working relationships with customers, dealers, co-workers, and other internal and external stakeholders.

* Undertake a regular program of product training to ensure own knowledge and skills for the effective performance of the role.

* Support the development and maintenance of up-to-date information and documentation for the sales team.

* Ensure that the Customer Service Supervisor is informed promptly of any issues or problems in order to enable these to be minimised.

* To be the first point of contact a member of the Business Development and / or National Accounts team

* Supporting the daily and weekly production of reports and statistics as required.

* Planning and executing plans to target the nil and low spend accounts.

* Research and support Business Development Managers to target new business.

* Support the improvement of the sales desk processes supporting and suggesting new and agreed systems, procedures and documentation.

* Ensuring that company policies and procedures are always followed.

Knowledge and Skills

* Prior experience of working in a busy customer service or sales environment, ideally in a business to business/distribution network environment.

* Experience of the commercial catering market or the wider hospitality industry. (Desirable)

* Able to demonstrate enthusiasm for and understanding of, a busy sales environment.

* Excellent customer service skills, with a genuine interest in helping customers.

* Excellent telephone manner and the ability to build a good rapport with a wide range of customers.

* Ability to understand and retain basic product information.

* Sound knowledge of Microsoft software, particularly Word and Excel.

Personal Attributes

* High level organisational and time management skills and the ability to pragmatically assess and manage priorities.

* Excellent communication and interpersonal skills for building relationships with internal and external stakeholders.

* Ability to deal professionally and empathetically with callers and to manage complaints effectively.

* Able to work proactively and on own initiative whilst understanding when to consult or seek advice.

* Ability to work as part of a team.

If you’re passionate about the food industry, driven by innovation, and looking to work in a supportive, growth-oriented environment, Middleby UK could be the perfect fit. It’s a place where your expertise can truly make a difference, and you’ll be empowered to help redefine the future of foodservice

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