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    Customer Services Executive - United Kingdom - Good Culture Kombucha

    Good Culture Kombucha
    Good Culture Kombucha United Kingdom

    1 week ago

    Default job background
    Restaurants / Food Service
    Description

    Customer Services Executive (Remote)

    The $1.3 trillion global beverage market is undergoing significant change and Good Culture – a young, ambitious, fast-growing company that distributes the finest organic fermented beverage ingredients to manufacturers all over the world - is playing a big role in supporting this change... and we have only just started.

    Dedicated to solving our customers' challenges and helping them to realise their unique opportunities, the Good Culture team loves doing anything and everything we can to help each of them succeed.

    Due to our continued international growth we now require a full-time Customer Services Executive to join our passionate team and help to take the business to the next level.

    This important role will mainly be focused on supporting customers with their day-to-day needs and ensuring the highest levels of service that defines all that makes Good Culture great.

    This is an exciting opportunity for somebody who wants to join and be part of a fantastic, high-performing team and business. We have ambitious plans for the future and want to hire really great people to join us on the journey.

    This role is for someone who is based in the UK or Ireland and can work remotely from home. We really don't mind where you are based and encourage all the benefits of a good work life balance that remote working can bring.

    The type of person we are looking for:

    Does this sound like you?

    · Energised by delivering unrivalled service to customers

    · Ambitious to step up, learn and expand in all areas of customer service

    · Identifies as having a positive and can-do attitude

    · Friendly and approachable

    · Proactive with bucket-loads of initiative

    · Takes huge pride in always delivering to a high standard

    · Trustworthy with high integrity

    · Self-Motivated and can thrive while working autonomously/remotely

    · Values building great long-term relationships

    · Enthusiastic & passionate to help grow the business

    · Always approaches day to day problem solving with a positive attitude

    · Takes ownership & responsibility for outcomes, you always see things through to completion

    · Desire to become a faithful steward of the business & trusted ally to the whole team, our customers & business partners

    Your Abilities

    · Prior experience in a customer service, order processing or customer/supplier relationship management

    · Excellent communication and interpersonal skills with a resilient, friendly and calm manner. You are definitely a team player.

    · Highly organised

    · Dedicated to delivering the highest levels of customer satisfaction

    · High level of attention to detail

    · Eager to learn

    · You have good judgement & ability to independently problem solve

    · Can create, document & continuously Improve all processes for the functions of the role to a high standard

    · Can work flexibly to meet the demands of our customers and the business

    Highly desired skills & experience (but not essential)

    · Experience of using ERP software (e.g. Unleashed, XERO, or similar)

    · Experience from working within the food and drink industry

    · Experience working with customers across multiple international markets

    · Additional foreign language(s) advantageous

    · A passion for continuous improvement, the environment, health and sustainability

    DUTIES OF YOUR ROLE

    · Actively working closely with the team on the day-to-day problem solving & delivering for our customers to a high standard.

    Order Management

    · Manage Shopify stores for UK and EU

    · Process new orders in Unleashed - Xero

    · Ship out orders with relevant warehouse (UK / Netherlands)

    · Update Order details into the Order Spreadsheet

    · Send customers tracking details and monitor delivery status

    · Book and organize pallet freight shipments with freight providers (RTM and K&N)

    · Coordinate pickup and delivery schedules with freight carriers

    · Update customers on delivery timeframes and provide necessary shipment details for tracking

    · Ensure timely communication regarding any delays or changes in delivery schedules

    · Liaise with warehouses and freight partners to address order delivery issues i.e. damages / delays / lost orders

    · Initiate and oversee claims processes for damaged goods to ensure timely resolution and order replacements for customers

    Accounts Receivable

    · Coordinate with the Finance department regarding payments pending from customers

    · Communicate effectively with customers to ensure timely follow-up on outstanding payments

    · Provide necessary information and support to facilitate the payment process

    · Update Xero with customers' billing addresses, contact information, and VAT numbers

    · Ensure accuracy and completeness of customer details in Xero for invoicing and financial reporting

    Customer Relationship Management

    · Complete customer quotes efficiently

    · Manage customers in CRM 'Prospect'

    · Set up follow-ups and recalls

    · Continuously update CRM with relevant notes from emails, calls, meetings, etc.

    · Follow up on customer quotes via phone, email, or Teams

    · Assist customers with questions to facilitate sales completion

    · Add and update new customer contact details in CRM system

    · Proactively work on Prospect recalls and opportunities

    · Follow up with customers to convert quotes into sales

    Role summary

    • The role will report into our Supply Chain & Operations Manager
    • Start date: June, 2024
    • Salary: Up to £25,000 (depending on experience)
    • Please submit: a brief description of why you are interested in this role and your suitability.
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