Customer Service Executive

2 days ago

Wigan, United Kingdom Middleby UK Full time

**Customer Service Executive**

Middleby UK is based in Wigan and is part of the USA-based Middleby Corporation. Middleby UK import Commercial Kitchen Equipment which designed and manufactured by other businesses within the Middleby Corporation to be sold into the UK market. Our product range is prominent in many national chains around the UK.

We are seeking a Customer Service Executive on a Full time basis to work on our busy Customer Service Desk supporting Sales and Service functions.

**Key Areas of Responsibility**:

- Provide first contact for incoming enquires, ensuring the highest standards of customer service at all times.
- 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 improvement of the sales desk processes supporting and suggesting new and agreed systems, procedures and documentation.
- Answering a high volume of incoming customer enquiries and queries, providing information and advice of a high standard of customer service.
- Dealing with queries and problems from dealers, end users and the public and ensure resolution in a timely and professional manner.
- Monitor live chat function on the website.
- Process orders with a high degree of accuracy using the required system.
- Support the development and maintenance of up to date information and documentation for the sales team.
- Ensure that the Head of Customer Service 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 Regional Sales 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.
**Qualifications, Knowledge, Skills, Experience**Essential Experience**:

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

- Experience of the commercial catering market or the wider hospitality industry.
**Essential Skills**:

- 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.
- 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 understand and retain basic product information.
- 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.
**Essential Knowledge**:

- Sound knowledge of Microsoft software, particularly Word and Excel.
**Additional Information**
The normal hours of work of the Employee are 9.00am to 5.00pm Monday to Thursday and 9.00am to 4.30pm Friday.
Holiday Restrictions - No holiday to be taken in the 5 days leading up to month end

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