Customer Service Representative

Customer Care Specialist

Location – office based in Brackmills, Northampton

Salary – £25-£30k + bonus & benefits

As part of an exciting company development plan, a brand new role has now been created for a Customer Care Specialist to join the team of a global premium FMCG brand. This role will suit someone with experience in customer care within a retail, food, drink, FMCG, e-commerce or similar environment, with exposure to purchase order or inventory management. Your responsibilities will include:

· Supporting the entire consumer journey (phone, e-commerce, email) directly supporting sales and indirectly working to strengthen relationship with the B2B & B2C consumers

· To quickly and accurately process domestic customer orders, including ensuring pricing, delivery and product orders are all spot on first time

· Resolving delivery issues such as delays, stock shortage and have a keen eye for detail, able to follow up complex enquiries both internally & externally

· Managing back orders and frequently liaising with the third-party logistics operator for stock or delivery issues

· Communicate courteously with both B2B and B2C consumers by telephone and email, always looking for up selling opportunities – staying up to date with product knowledge and promotion

We are keen to speak to people about this Customer Service role with the following skills and experience:

· A background in FMCG, food, drink, e-commerce, retail or online retail

· Must have previous customer service experience and be fluent in English

· Excellent IT skills with proficiency in Microsoft Suite (Word, Excel, PowerPoint) to intermediate level (knowledge of JDE / Oracle / JD Edwards Enterprise One is advantageous)

· Purchase order or inventory management experience, with a background in organising installation/servicing or working with other partners such as logistics company's

The company has UK offices and distribution based in Northampton. Its key targets are to deliver a premium service; transform each interaction with a customer into a sales opportunity; drive traffic to online and stores for purchase and personalise the consumer experience, ensuring consumer prompt support, reducing support time.