Customer Service Advisor

Bako-Group; Cullompton; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

28 days holiday inclusive of bank hols

Company Pension Scheme

Life Assurance cover

Employee Discount Scheme

Cycle to work Scheme

Employee Assistance Programme

Job summary

BAKO Group is a leading bakery supplier with operations across the UK, including Cullompton. This role focuses on maximising sales opportunities, handling customer inquiries, and ensuring high standards of customer care in a fast-paced office environment.

You will process orders, communicate with customers and colleagues, and support promotions while maintaining accurate records and timely responses. A solid 2-year background in customer service is preferred.

Qualifications

• Ideally 2 years’ experience in a customer service call centre or retail environment.
• Experience in cross selling and promoting new lines or promotional products.
• Excellent communication and interpersonal skills.
• Be a good team player and work towards defined KPI targets.

Responsibilities

• Process orders promptly, respecting cut-off times and maximise sales opportunities.
• Handle new customer enquiries professionally and relay information to the sales team.
• Convert enquiries into live orders where possible and support monthly promotions.
• Raise credit notes accurately and maintain customer care standards.
• Liaise with other departments to meet customer requirements and report issues.

Skills

Customer service experience

Cross selling

Communication skills

Team player

KPI awareness

Tools

CRM system

Job description

Hours - Monday - Friday 37.5 Hours per week and a 30 minute unpaid break

Salary - £24,000 per annum

A bit about BAKO Group....!

BAKO is a leading supplier of Bakery Products and Ingredients servicing customers throughout the United Kingdom, with business units in Durham (BAKO Durham), Preston (BAKO Preston), Wimbledon (BAKO Wimbledon), Northern Ireland (Finlays) and now Cullompton (BAKO Devon). The Group takes pride in being owned by bakers for bakers and delivers a UK-wide service and product range that are highly valued by its customers.

Launched over 60 years ago, BAKO offers the food industry an outstanding combination of competitive prices plus the exceptional customer service only a local company can provide. Today our customers enjoy the combined purchasing power, logistics and resources of one of the largest nationwide distributors to the food industry. From large pallet deliveries to products for the small & home baker, BAKO caters to all size of customer.

Our multi-temperature distribution fleet allows us to deliver a wide variety of ambient, chilled and frozen products from the same vehicles. We serve an ever-expanding customer base within the food industry which ranges from traditional organisations through to new companies catering for the latest convenience markets.

Purpose of Job

To ensure all sales opportunities are maximised with the maximum efficiency of all sales office activities. To ensure that all actions comply with the company's policies and procedures and to achieve the highest standards of customer care. Together with any other duties required the business may require.

Main Duties

• Ensure all orders are processed in a timely fashion taking into consideration cut off times and that sales opportunities are maximisedwherever possible through effective account management.
• To ensure all new customer enquiries are dealt with in a professional manner and communicated to the relevant sales personnel with as muchfactual information as possible.
• To ensure all existing customer enquiries are dealt with professionally and efficiently converting the enquiry to a live order where possible.
• To encourage monthly promotions and new product launches
• To raise credit notes accurately and efficiently.
  Customer Care
• Focus on the customer's requirements at all times to ensure maximum customer service excellence.
• To liaise with other departments in order to achieve the customer's requirements
• To report any areas of non-conformance to the relevant personnel and ensure effective use of quality incident reports.
• To identify and handle all service or product complaints in accordance with procedures and closed out to the satisfaction of the customer withinset timescales.
• Report any obstacles to achieving customer service excellence to the Customer Service Manager or Commercial Manager.

Administration

• To ensure all administrative requirements, procedures and policies are performed efficiently and accurately liaising with other departments whereneeded.
• To ensure the working area including office, desks and kitchen are kept tidy and obstacle free at all times.

Communication

• To ensure that there is a high level of awareness of the need for accurate and quality information and communication between all departments and
  members of the qroup displavinq positive enthusiasm where necessary e.g. new products, promotions.
• To ensure communication amongst you and your field sales executive is effective.
• To report any ineffective communication to the customer service manager in articular where service levels are compromised.

Job Requirements

• Ideally 2 years’ experience in a customer service call centre or retail environment
• Experience in cross selling, introducing new lines and selling promotional products
• Ability to work on own initiative
• Excellent communication and interpersonal skills
• Experience of working towards pre-defined KPI’s
  be flexible
• be a good team player

What We Offer

• 28 days holiday inclusive of bank holidays (pro rata)
• Company Pension Scheme
• Life Assurance cover
• Employee Discount Scheme
• Cycle to work Scheme
• Employee Assistance Programme