Customer Engagement Representative

Overall Purpose of the Role;
To own the Customer Journey for a defined geographical area working across Delice de France business channels to ensure best possible experience for our customers.

What is it like to do this role;
Varied This role will provide the opportunity to work with a large variety of customers and across all customer facing departments, ensuring that Delice de France are meeting & exceeding customer expectations providing a seamless experience and easy to do business with approach.

Hours: 08:00 to 17:00 Breaks to be confirmed. These are unpaid.

40 hours per week over 5 days. Monday to Friday (with requirements for a Sunday rota).

The work week starts on a Sunday, if an employee works on a Sunday they will have a Day of Rest during the week will be organised with the Customer Engagement Supervisor(s).

Salary: £27,000.00 per annum.

Holidays: 33 Days Days Bank Holiday). The holiday year starts from January to December.

• Holidays are not allowed to be carried over to the next year.
• Customer Engagement Team are required to work Bank Holidays which will be according to a rota. If an employee works on the Bank Holiday they will be entitled to a Day in Lieu.

Benefits

• Company Pension.
• Life Assurance.
• Free Onsite Parking.
• Referral Scheme If you refer a candidate and they are successful, you will receive a monetary amount when they join and again when / if they pass their probation period.
• Long Service Award Scheme.
• 50% Discount Off Company Purchases.

Key Relationships;
Customers, Channel teams (field & accounts), Operations (Warehouse & Transport), Cash Office, Accounts Receivable (AR), CE Executive, Ecommerce Executive, Sales Data Admin and QC.

Main Duties & Responsibilities Include.

• Own your defined geographical areas.
• Call customers as per daily call plan adjust as per individual customer call requirements with minimum frequency set at once per month for all nominated accounts. Outbound Calls.
• Take inbound calls and action as required.
• Work with all customers including those who place via EDI / Portal / Wholesale / Upload or Webshop to support them on the customer journey.
• Check customer details are logged in CE correctly; contact number, contact name, email address, address, postcode, times open for deliveries.
• Action order amends and add-ons for your customers (phone & web orders).
• Monitor customers for their Return on Investment (ROI) where they have equipment Free on Loan (FOL).
• Gain new listings to support ROI achievement.
• Work with sales team to generate leads for your territory load leads in CE, allocate to correct salesperson & follow up with internal & external customer.
• Work through lapsed account list to reactivate customers working with your field-based colleagues and adding to your call plan.
• Complete pricing calculators for IFS / Retail accounts following current approval process aligning with your field-based colleagues.
• Liaise with Channel Managers for any opportunities in National / Regional Accounts especially non trading or poorly trading sold to accounts.
• Ensure your territory customers are aware of promotions, NPD, Catalogue, allergen changes etc as relevant.
• Support clearance drives.
• Work with Ecommerce & CE Executives to support registering customers for webshop.
• Support your existing webshop customers with password resets as & when required.
• Support your existing webshop customers by briefing them on new features of the site when released.
• Explore any issues customers maybe experiencing with Delice de France and drive / support resolution through case management.
• Work with sales team, AR & SDA to ensure no outstanding debt and accounts are closed in F&O / CE for accounts that no longer wish to trade with Delice de France / have ceased to trade.
• Raise issues in case management allocating to relevant individual / department for follow up, including 1st line QC queries.
• Escalate or make aware the allocated DDF account manager for customer issues if support required.

Candidate Profile;

• Organised & Planned
• Ability to hit the ground running
• Experience & knowledge of foodservice & retail
• Good communication skills
• Results orientated & target driven
• Determined & tenacious
• Great customer service
• Proactive & committed

DDF Values & Behaviours;

• Level 1
• Entrepreneurial Spirit
• Evolve
• Building Bonds
• Beam with Pride and Love What You Do
• Innovative Excellence
• Aim High
• Commit to Action & Ownership