Customer Service Advisor - Kendal, Cumbria, United Kingdom - James Cropper Plc

James Cropper Plc Kendal, Cumbria, United Kingdom

3 days ago

Description

Customer Experience Representative - French speaking
Customer Experience Representative - French speaking
Permanent
Customer Service

Your role as a Customer Experience Representative - French speaking for James Cropper is to deliver a world class premium customer experience to global customers purchasing from the organisation.

At the heart of James Cropper's business strategy, you are a key asset in the provision of a professional, efficient front facing service to potential customers.

For our existing customers, you will take proactive ownership of the service relationship and manage the customer's journey from the initial point of enquiry on order placement, through to the customer receiving their delivery.

You will efficiently identify customer needs, respond to customer queries, and collaborate with internal departments to optimise the service experienced by customers, whilst meeting and exceeding organisational performance requirements.

Office based; you will work with the rest of the Customer Experience Department to provide a seamless service to customers creating strong connection & rapport to meet the customer needs.

This role will see you take responsibility for some customers in our French market- so you will need to be a native or fluent speaker in both English and French

Planning & executing regular service reviews with customers ensuring requirements are met, as well as identify areas for improvement.

Create and maintain designated customer portfolio using internal systems and CRM, including record keeping of customer interactions such as enquiries, complaints, feedback, etc.

including preparation of performance dashboards for designated strategic customers.

Complaint Handling and

Issue Resolution:
~ End to end management of customer complaints ensuring accurate collation of information, management with internal stakeholders and feedback to the customer within set timeframes

Managing the samples process for existing customers – completing the sample request form and following up with the customer, documenting the process in CRM.

To take responsibility for handling, managing and improving a designated topic of responsibility related to the function of the department including but not limited to: Complaints, Health & Safety, Samples, Stock Management, Lab matches.

To identify and deliver areas of improvement in relation to the customer base to create practical and financial efficiencies in line with organisational continuous improvement initiatives.

Adherence to and achievement of individual and departmental Key Performance Indicators (KPIs) and short to long term objectives.

Provide a proactive input into goal setting, annual planning processes, and team meetings in line with organisation goals and personal development.

To take accountability for colleagues' customer accounts in periods of absence to assist the overall department resource and ensure continuity of service.

To fully participate in training/qualifications to set standards (customer service and supply chain)

GCSE Grades 4 (C) or above in Math's and English; The ability to speak in English and French to full professional proficiency.

Experience of working with/interacting directly with customers and relationship management.
Experience of working with bespoke IT systems, including CRM systems.
Why James Cropper PLC?

This is a fantastic opportunity to join a rapidly-growing listed company with more than 175 years of heritage that thrives on innovation.

We are renowned globally for colour expertise, dedicated responses to challenging custom projects and award-winning commitment to the highest standards of sustainability.

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