Customer Service Executive - Hindon, United Kingdom - Asahi UK Ltd

Asahi UK Ltd

Verified Company

Hindon, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company description:

Nectar Imports (part of Asahi UK) are the South's leading drinks distributor to the On Trade. Leading with Asahi's range of Super Premium brands, Nectar will be the leading composite supplier of premium drinks to the Free On Trade in theSouth of England. Backed up by the best industry service standards you will find, Nectar really do deliver more and have an enviable reputation.

Job description:

We are looking for a
Customer Service Executive to join our team at
Nectar. As the Customer Service Executive you will be responsible for answering customer calls in a timely and efficient manner, minimising the number of abandoned calls where possible.

Processing orders inline with company procedure.
Deliveringexcellent customer services to Nectar's internal and external customers at all times.

Key accountabilities
The Customer Service Executive is responsible for the following key outputs and accountabilities

Inbound Call Handling

Answer customer calls in a timely and effective manner, maintaining a polite and professional manner at all times, ensuring a high standard of call handling for both inbound and outbound calls
Orders are completed to schedule and all orders gathered accurately and on time
Take ownership of enquiries and effectively handle any customer issues to ensure there is a suitable resolution for the customer, feeding back within the business to the appropriate teams
Handle all consumer complaints with the aim of enhancing Nectar's reputation by delivering a world class response / solution
Ensure the positive customer experience is monitored through introduction and customer care calls
Make customers aware of the online ordering facility as appropriate and advise them on how to set this up

Order Processing

Ensure all special / preorders are routed for delivery as soon as they are available in the warehouse
Process daily stock shortages, deallocating them on orders and ensuring customers are notified prior to expected delivery day

Outbound Call Handling and BDM support

Effectively set and handle call logs to ensure customers are prompted for processing orders if not already received.
Strong Sales Support to be executed to the field sales team with regular updates on how accounts are performing and help to support and resolve BDM queries.
Develop and own the account retention and lost accounts process, ensuring we have early warning of customers intending to leave and taking action to retain. For any lost accounts, ensure we understand the root cause and report to BDMs as appropriate.
Various system reporting at BDM requests.
Be a key member of the goto team for BDM support offering diverse skills to help in situations outside of the normal order taking and take ownership and responsibility when necessary to help BDMs on a daily basis.

Upselling

Process orders and enquiries effectively, utilising internal systems and offers to assist in upselling and maximising sales within a telephone call
Offer alternative items where we cannot meet the needs of the customer
Achieve additional sales with existing customers by selling in new products and categories in conjunction with available offers targeted with results expected.
Continually develop product knowledge using the information available on the website, brochures, mailshots and other available sources

Other

Maintain regular contact with BDMs to ensure the communication of any information gained from customers
Maintain a clean and tidy work environment for the benefit of you and your colleagues i.e. desk, office and communal areas
Maintain reception area and ensure all visitors are greeted to Nectar standards

Experience required & key attributes of the successful person