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Customer Service Advisor
2 weeks ago
Müller UK & Ireland is wholly owned by Unternehmensgruppe Theo Müller which employs 24,000 people throughout Europe. In the UK, Müller develops, manufactures and markets a wide range of branded and private label dairy products made with milk from 1,500 farmers in Britain. Müller is ranked at No.17 in The Grocer’s Top 100 list of Britain’s Biggest Brands, and it is also Britain’s most chosen dairy brand, picked from shelves more than 182 million times each year. Müller UK & Ireland comprises three business units: Müller Milk & Ingredients aims to be Britain’s private label dairy leader and produces branded and private label fresh milk, cream, butter and ingredients products. It boasts a network of dairies and depots servicing customers throughout the country. We are currently recruiting for Customer Service Advisors. We are looking for experienced individuals to ensure all calls are answered within the service level agreement while delivering excellent customer service and an overall good customer experience. To manage and prioritise workload, ensuring all customers orders are obtained and accurately inputted into the system. **Please note that the roles are part time being 27.5 hours per week-8am-1:30pm-and 5 over 7 days.** **The successful applicant must be able to travel to the Bellshill Site.** **Customer Service Advisor key responsibilities will include**: - Participate in inbound and outbound call handling, ensuring all calls are answered within the set service level and completed in accordance with customer ordering deadline. - To handle all customer's, both internal and external with the highest professionalism, fully understanding customer needs and delivering excellent customer service always. - Ensure all orders are double checked with the customer before completing an order for delivery. - To provide support and cover for other departments when requested. - To take ownership of and handle all customer issues capturing relevant information in the issue log. - Ensure all aspect of "quality and service" are reported and escalating accordingly using the correct chain of communication. - To report all on-going issues requiring further investigation arising from the above by raising a Product Service Investigation Request to the relevant production site, depot or CSC. - To ensure consistency and continuity of best working practice, working with the business to improve service to our customers. - To ensure all new multiple customer accounts receive courtesy call as follow up to initial delivery. - To provide new store support for all customers, ensuring first orders placed. - To ensure all CSC administration functions are completed accurately and in a timely manner. - Manage all customer credits and delivery issues by escalating issues to the relevant depot administrators. - To measure order fulfilment performance and escalate any issues using the correct chain of communication. - To read all Business Change Notifications to ensure up to speed with all company communication. - To have a clear understanding of all the MMI policies and statements as listed in the employee handbook. **Key skills & experience for the Customer Service Advisor**: - Proven experience in a Customer Service / Call Centre environment. - Professional individual who is honest, positive, patient with the ability to actively listen and empathise. - To be resilient, sensitive and pro-active with the drive to deliver an excellent customer experience. - Speak to customers professionally, always giving name. - Able to construct written communication professionally - Able to defuse a confrontational situation. - Able to wrap up a call timely and efficiently. - Able to multitask and work within pressured environment. - Working knowledge of Microsoft word and excel. - Good attention to detail. **The Process** LI-MB1
