Customer Service Assistant (Maternity Cover)

William Jackson Food Group Limited; United Kingdom; Remote; GBP 24,000 - 32,000; Full time

Job summary

William Jackson Food Group Limited is seeking a dedicated customer service professional on a fixed-term basis to cover maternity leave. The role focuses on ensuring excellent service, accurate order processing, and data-driven improvements.

You will work Tuesday to Saturday, 37.5 hours per week, supporting Transport, Planning and Distribution teams. The successful candidate will handle coordination of ambient and frozen orders, liaise with hauliers, generate KPI packs, and maintain performance

Qualifications

• Experience in customer service and KPI reporting.
• Strong data analysis and Excel skills.
• Familiar with Power BI workflows.

Responsibilities

• Own customer orders with accurate input and resolution of issues.
• Deliver excellent customer service and maintain open communication with customers.
• Generate KPI packs and analyze data including OTIF database.
• Maintain weekly leadership slides using Power BI data.

Skills

Customer service

Problem solving

Data analysis

Power BI

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.