Customer Services Executive

Do you have the appetite to Grow Your Magic?

The secrets behind Puratos’ global success and consistent growth are taste and quality. We would like to welcome you within our enthusiastic, committed and passionate team of more than 10.000 employees. We are an international player and, what is more, a Belgian family business. Our people make the difference every single day. How? By developing, producing and distributing a unique and high-quality range of ingredients for bakers, pastry-chefs and chocolatiers, since 1919.

More than a century later, our products and services are available in 100+ countries around the world. Our passion for innovation, closeness to our customers, and their customers, as well as our core values form the basis of our passion to improve. Now you have the opportunity to Join the Magic!

Position Overview

To strengthen our team in UK, we are looking on a fixed term contract for:

Customer Services Executive (12 Month Fixed Term Contract)

(Buckingham, UK)

Your Mission

You will have a double mission as Customer Services Executive:

• To perform a first rate customer experience as front line contact; performing customer services from order to repeat custom
• To help the wider sales function develop profitable sales and create strong long term customer partnerships in line with the commercial strategy

Key Accountabilities

Order processing / Generic Tasks

• Taking and processing of daily orders for a specified and diverse account portfolio across all three Business Units of Bakery, Patisserie, and Chocolate
• Account portfolios may change from time to time and will be advised by the direct Superior based on business requirement, resource restructure or account size.
• Working alongside the Purchasing, production and Quality teams (operations) to ensure orders are processed and delivered according to any Customer SLA  in place (Service level Agreement); liasing with the transport/warehouse department to ensure deliveries are made OTIF and then respond and keep customers up to date with order process by E-mail or phone
• Daily reporting and account management including raising and processing credit , Checking back order reports, managing VL10 reporting and following up on any items on QA hold and order stock hold that will effect OTIF, printing invoices, reviewing out of stock reports with the supply chain team, managing on a rotational basis the daily workload of Inbox, credits, picking ticket generation, VK13, weekly service level report OTIF by exception, general running of the customer services area, maintenance of 5S principles in the office, responding to the front door visitors and ensure compliance to the visitors signing in principles, maintenance of price lists and maintenance of price changes in accordance with price change process
• Where appropriate and with suitable training offer customers additional products and services when they call to place orders. Manage general telephone queries and direct to relevant people taking messages where appropriate

Customer retention/organic growth

• Collation of customer data via phone/e-mail to capture customer contact details to help populate CRM through the sales Managers appropriate e.g  e-shots for marketing
• Managing all customer queries outside of order processing including management of customer complaints, ensuring new leads are passed to relevant sales managers and sharing potential new leads if appropriate

Drive Sales / lead generation

• • Updating relevant sales personnel on any new enquires and leads if phoned or emailed inbound
  • Where appropriate and suitably trained and briefed run campaigns (outward bound calls) to contact specific call files using gap analysis reports eg lapsed stockist to enhance sales
  • Where appropriate and suitable trained/briefed perform outward bound calls using a script for specific items, focus products or promotional activity as specified and approved from the sales managers to ensure maximum customer interest,
  • Where appropriate and suitably trained contact existing customers and new prospects to sell products and new services, using a database to identify customers who have bought products in the past or prospects whose profile indicate that they are likely to buy, turn calls into sales according to predetermined KPI’s set by the manager
  • Where appropriate up sell items through pallet optimisation to gain additional sales according to predetermined KPIs set by the manager
  • Take an active role in learning about Puratos products through both Puratos university as well as in house training at Fringford and by visiting targeted and appropriate customers to aid product knowledge

What we expect from you

• Educated to a level that promises a high level of communication skills. You should be professional and friendly, with a good telephone manner when talking to customers
• Proven experience of working within a team; driven by high standards of customer focus and strong company ethics as part of a target driven structure
• Personal experience of customer services department; confident using phone and e-mail to manage conflict, drive sales and answer queries
• Ability to problem solve and manage situations in which the executive may have to investigate before response
• A desire to perform to perfection and a keen eye for attention to detail and accuracy is essential
• Fun and outgoing behaviours are ideal, cultural fit is essential and a supportive team dynamic is paramount to succeed

Offer

We are a warm family company with a historical growth track record and a clear long-term vision for the future. We promote a caring, inclusive, trustful and respecting work environment by putting people first. Of course, Puratos offers a competitive package (salary of £28,500, group insurance, healthcare, training…) but additionally, offers you a position that you can further develop and shape.

Watch our corporate movie and feel the Puratos Magic: https://www.youtube.com/watch?v=XNRsBzuRlNI