CUSTOMER ORDER PROCESSING AGENT

As a family business, Frank Roberts and Sons have been at the heart of our community since 1887. Our family values run through everything we do as a business and we are committed to promoting an Inclusive culture that cares for our people and the community around us. Through nurturing and togetherness and a sprinkle of courage we continue to build on our heritage by producing quality delicious bread and baked goods.

The Opportunity

We have an exciting opportunity to join our Customer Services Team in Northwich as a Customer Order Processing Agent.

Job Purpose

Managing and processing customer orders to ensure 100% customer service level is achieved. Building positive customer relationships whilst communicating and solving any issues quickly and efficiently. Coordination and collaboration with all functions within the business to ensure quality service to customers.

What you will contribute

• Accurate processing of all order receipts and identifying risks or anomalies to the order process cycle e.g. delayed orders, substantial increases in orders, missing orders etc
• Collaborate with the sales team, Operations and Logistics to develop and deliver efficient methods ensuring service to all customers
• Providing timely internal escalation of all customer concerns through appropriate channels, and where appropriate maintaining dialogue with the customer on action taken.
• Resolve basic customer problems where appropriate
• Providing cover and support for reception duties
• Ensuring company databases are kept up to date and inputting customer queries as and when required
• Utilising company business processes and systems eg SAP, Microsoft office to meet changing needs of customers
• Resolve customer problems and complaints and ensuring timely and proactive communication with customers/Customer Service Night Shift
  

What you will bring

• Proficient in managing and processing multi source data
• Min 2 years’ experience in a customer service role in FMCG
• IT literate with an excellent knowledge of customer order processes e.g. EDI
• Good communication skills with the ability to manage challenging customer complaints
• Experience in problem solving customer queries and providing solutions to the business and the customer
• Knowledge and experience of working with sales teams
• A good understanding of the importance of attention to detail on data accuracy and entry
• A flexible approach to managing changing customer demands and orders

Working Hours

Monday to Friday, 8.30am - 4.30pm.

Saturdays 8.30-12.30pm on a rota basis (avg 13 Saturdays per year) and 2.5 Bank holidays per annum

Salary: £19,403.75 p.a.

Benefits: Pension Scheme 6% company contribution, 28 Days holiday, Life Cover, Healthcare Cash Plan, 24/7 Counselling Hotline, Cycle 2 Work Scheme, Staff Shop, Subsidised Restaurant, Retail Discount Scheme