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Customer Engagement Representative
Monday - Friday with Alternative Sundays.
8am-5pm
Salary - £27,000 + bonus £6,000
Overall Purpose of the Role; To own the Customer Journey for a defined geographical area working across the 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 the company are meeting & exceeding customer expectations providing a seamless experience and easy to do business with approach.
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 the business 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 the company / 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 account manager for customer issues if support required.
