Customer Service Assistant (Maternity Cover)

William Jackson Food Group; Hull and East Yorkshire; On-site; GBP 24,000 - 30,000; Full time

Job summary

William Jackson Food Group is recruiting a Customer Service Coordinator to ensure our customers feel we deliver outstanding service. You will own customer orders, protect accurate input, resolve issues, and research any requests to provide timely responses.

This fixed-term maternity cover role runs Tuesday to Saturday, 37.5 hours per week at our Hull site. You will generate KPI packs, use Power BI for leadership slides, monitor performance sheets, and coordinate with Transport, Planning and

Qualifications

• Experience handling customer orders and resolving issues.
• Strong communication and relationship-building with customers.
• Proficient with data and KPI reporting, basic Power BI knowledge.
• Reliable, organised and able to work across teams.

Responsibilities

• Own all customer orders ensuring accurate input and resolution.
• Deliver excellent customer service and maintain open communication with customers.
• Generate KPI packs and analyse data including OTIF.
• Maintain weekly leadership slides using Power BI.
• Provide daily updates of performance sheets and trackers.
• Coordinate ambient and frozen daily processes including order inputting and transport booking.
• Liaise with external hauliers as required.
• Identify improvements to the CS function to boost performance.
• Collaborate with Sales to support business movements.
• Ensure operations comply with Health & Safety, Employment, Trading Standards, Food Safety.

Skills

Customer service

Communication

Problem solving

Data analysis

Tools

Power BI

Job description

The main purpose of this role is to ensure our customers feel that Jacksons offers them great service. On occasions where challenges arise, this role is crucial to ensure that customers are satisfied with our problem solving and resolutions to any issues. The role also takes responsibility for ensuring all customer orders are correctly processed, and any additional requests from customers are researched and responded to.

This is a fixed term position covering maternity leave. The working hours are Tuesday - Saturday, 37.5 hours per week

KEY RESPONSIBILITIES

• Ownership of all customer orders, ensuring accurate inputting and problem resolution
• Delivering excellent customer service at all times, building positive working relationships with customers to ensure open and honest communication is maintained.
• Generating KPI packs for customers, maintaining and analysing data, including the OTIF database
• Maintain weekly leadership slides using Power BI data
• Provide daily updates of all performance sheets, sales and production trackers
• Manage all ambient and frozen daily processes, including order imputing, transport booking, export documentation
• Liaise with external hauliers as and when required
• Identifying and recommending improvements to the CS function to enhance business performance
• Build close relationship with our Sales team, understanding key business movements that CS can support with
• Ensuring teamwork between the Transport, Planning and Distribution Teams with CS are the forefront of any decisions
• Ensure all relevant operations and resources operate within legislative requirements and codes of practice including; Health & Safety, Employment, Trading Standards, Food Safety and Trading Descriptions.
• General office administration duties and any other duties relevant to the role.