Description

Customer Engagment Representative

Monday – Friday with Alternative Sundays.

8am-5pm

Salary – £25,300

Overall Purpose of the Role; To own the Customer Journey for a defined geographical area working across Delice de France business channels to ensure best possible experience for our customers.

What is it like to do this role; Varied! This role will provide the opportunity to work with a large variety of customers and across all customer facing departments, ensuring that Delice de France are meeting & exceeding customer expectations providing a seamless experience and easy to do business with approach.

Key Relationships; Customers, Channel teams (field & accounts), Operations (Warehouse & Transport), Cash Office, Accounts Receivable (AR), CE Executive, Ecommerce Executive, Sales Data Admin and QC.

Main Duties & Responsibilities include.

* Own your defined geographical areas.

* Call customers as per daily call plan – adjust as per individual customer call requirements with minimum frequency set at once per month for all nominated accounts. Outbound Calls.

* Take inbound calls and action as required.

* Work with all customers including those who place via EDI / Portal / Wholesale / Upload or Webshop to support them on the customer journey.

* Check customer details are logged in CE correctly; contact number, contact name, email address, address, postcode, times open for deliveries

* Action order amends and add-ons for your customers (phone & web orders).

* Monitor customers for their Return on Investment (ROI) where they have equipment Free on Loan (FOL).

* Gain new listings to support ROI achievement.

* Work with sales team to generate leads for your territory – load leads in CE, allocate to correct salesperson & follow up with internal & external customer.

* Work through lapsed account list to reactivate customers working with your field-based colleagues and adding to your call plan.

* Complete pricing calculators for IFS / Retail accounts following current approval process aligning with your field-based colleagues.

* Liaise with Channel Managers for any opportunities in National / Regional Accounts especially non trading or poorly trading sold to accounts.

* Ensure your territory customers are aware of promotions, NPD, Catalogue, allergen changes etc as relevant.

* Support clearance drives.

* Work with Ecommerce & CE Executives to support registering customers for webshop.

* Support your existing webshop customers with password resets as & when required.

* Support your existing webshop customers by briefing them on new features of the site when released.

* Explore any issues customers maybe experiencing with Delice de France and drive / support resolution through case management.

* Work with sales team, AR & SDA to ensure no outstanding debt and accounts are closed in F&O / CE for accounts that no longer wish to trade with Delice de France / have ceased to trade.

* Raise issues in case management allocating to relevant individual / department for follow up, including 1st line QC queries.

* Escalate or make aware the allocated DDF account manager for customer issues if support required