Customer Service Assistant (Maternity Cover)

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

Job summary

William Jackson Food Group Limited is seeking a Customer Service Coordinator on a fixed-term maternity cover basis. The role focuses on ensuring exceptional customer service, accurate order processing, and proactive problem solving across ambient and frozen products.

The post involves generating KPI packs, analysing data and delivering Power BI-based reporting, with close collaboration to Sales and the Transport teams to drive performance.

Qualifications

• Customer service experience with a focus on order processing and problem solving.
• Ability to analyse data and generate reports for KPI tracking.
• Strong communication and relationship-building skills.

Responsibilities

• Own customer orders, ensure accurate input and resolve issues.
• Deliver excellent service and maintain open communication with customers.
• Generate KPI packs for customers and analyse data, including OTIF databases.
• Maintain weekly leadership slides using Power BI data.
• Provide daily updates of performance sheets, sales and production trackers.
• Manage ambient and frozen daily processes: order imputing, transport booking, export docs.
• Liaise with external hauliers as required.
• Identify improvements to the CS function to boost performance.
• Collaborate with Sales to support key business movements.
• Ensure teamwork across Transport, Planning and Distribution with CS at the forefront.
• Comply with Health & Safety, Trading Standards, Food Safety, and related rules.

Skills

Customer service

Data analysis

Communication

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.