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Customer Service Representative

Vibrant Foods • Full-time • West Bromwich, England, United Kingdom • £24.50k / year • 3d ago

Role: Executive - Customer Services

Department: Customer Services

Working Pattern: Office Based - Min 3 days in the office

Salary: up to £24,500 DOE

About Us

Vibrant Foods is one of the largest South Asian food groups in Europe.

Vibrant Foods’ family of brands have been present on the shelves of supermarkets and in household kitchens for decades. As trusted manufacturers of world foods, we serve up authentic flavours from around the globe by responsibility sourcing the finest produce from suppliers. With a proud history and heritage, our passion for food infuses everything we do. At the heart of our business, is a constant quest to discover the most authentic quality ingredients in their purest form.

Role Purpose

The Customer Service role involves a variety of responsibilities aimed at ensuring smooth operations and maintaining high levels of customer satisfaction. Key tasks include inputting and releasing customer orders, answering customer calls, and addressing inquiries related to orders, products, and services. The role also supports the VBL sales team by helping resolve both sales-related and customer-related queries. Additionally, it involves logging and raising customer complaints, investigating them to ensure timely resolution, and coordinating with the CEVA CST team to prevent or resolve any operational issues.

Key Deliverables:

Handling and resolving customer inquiries and concerns through phone, email, or other communication channels.

Ensuring the accurate and timely processing of customer orders, including order entry, tracking, and coordinating deliveries.

Releasing orders to the NDC, overseeing stock distribution, generating daily reports post-release, and conducting volume review meetings with Ceva.

Assisting the sales team by providing key information such as stock availability, delivery status, and issuing sales invoices or credit notes.

Regularly monitoring the OMS and DM order bank, following up with Ceva on overdue shipments, and working with the sales team to address DM order bank values.

Running the PH list daily and issuing reports after confirming product availability with the planners.

Reporting order efficiency, weekly – highlighting any patterns in inefficient ordering

Person Specification

Key Skills and Attributes

Communication Skills: Ability to clearly convey information and actively listen to customers' needs and concerns across various channels (phone, email, chat).

Multitasking: Managing multiple tasks simultaneously, such as processing orders, responding to inquiries, and coordinating with internal teams.

Attention to Detail: Ensuring accuracy in tasks like order entry, tracking, and handling customer information.

Time Management: Prioritizing tasks and managing time effectively to meet deadlines and maintain smooth operations.

Excel Skills: Must possess strong Excel skills for working with spreadsheets, including proficiency in pivot tables, VLOOKUP, and other advanced functions.

Data driven : Ability to collate and generate reporting, involving numbers – drawing recommendations from the data set

Tenacity – The need to ensure an agreed solution is seen through to the final completion

If you're interested in this role, please click on the Apply button.

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