Senior Customer Service Representative

Jack Links Protein Snacks; Richmond; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the meat snacks industry is searching for a Senior Customer Service professional to oversee order management, enhance customer relations, and optimize processes. The role demands a Bachelor's degree and extensive experience, offering a dynamic work environment and competitive salary.

Benefits

Team events

Interesting and responsible job

Opportunity to shape your own work

Appreciative and collegial atmosphere

Performance-based pay and bonus opportunities

Qualifications

• 3+ years of experience in a Senior Customer Service role.
• Experience in an international FMCG company is a plus.

Responsibilities

• Overseeing and processing customer orders efficiently.
• Monitoring OTC activities and ensuring customer satisfaction.
• Identifying and suggesting process improvements.

Skills

Strong analytical skills

In-depth knowledge of SAP

Process management (Lean)

Advanced Excel skills

English proficiency

Education

Bachelor’s degree in Commercial or Business Economics

Job description

Company Description

LSI-Germany GmbH is part of Jack Link's, an internationally active manufacturer of meat snacks. Jack Link's is a family business founded in the USA and, as the North American market leader, employs around 4,500 people worldwide. The product portfolio includes over 100 different meat snack products, which are sold in more than 40 countries.

LSI-Germany GmbH in Ansbach produces all BiFi and Peperami brand products, which enjoy cult status as market leaders in their segment and have a loyal customer base.

Job Description

• Order Management: Overseeing, recording and processing customer order in an efficient manner, based on predefined processes (incoming via mail, EDI etc.), pro-actively providing order status updates.
• Coordination: Allocating and following up on all activities within the end-to-end process. Ensuring all relevant parties are up to speed and actions are taken in a timely and correct manner.
• Customer Relations: Handling all customer queries via telephone mail or chat with a focus on building long-term relations and exceeding expectations.
• Customer Service Excellence: Monitoring OTC activities within the (cross-functional) team, continuously seeking alignment and timely follow up; Ensures ‘one voice’ to the customer.
• Claim Handling: Obtaining and analyzing data to assess the validity of complaints and determine possible causes. Suggests pragmatic solutions for the customer as well as optimizing processes to avoid repetition.
• Data Management: Processing information in a diligent manner, building and maintaining reliable (Master) data to build upon.
• Reporting: Building and analyzing reports (debit, credit, customer feedback etc.) addressing failed outputs and defining feasible improvement actions.
• Compliance: Ensures compliance with company policies and relevant regulations.
• Process Improvement: Identifies process improvements opportunities and suggests pragmatic and feasible changes; balances effectiveness and customer satisfaction throughout all processes.
• Employee development: Contributes to the development of peers within the team. Keeps the Manager informed on development opportunities.

Qualifications

• Education: Bachelor’s degree in Commercial or Business Economics (or comparable)
• Experience: 3 years+ of experience in a Senior Customer Service role and Experience in (an international) FMCG company is a plus
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Ensures Accountability: Holds self and others accountable to meet commitments
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Customer Focused Approah: Understand the needs of the customer and act on that
• Strengthens Customer Connections: Pro-actively reaching out to customers by phone or e-mail and providing exceptional and consistent service.
• Drives Results: Consistently achieves results, even under tough circumstances.
• Collaborates: Builds partnerships and works collaboratively with peers to meet shared objectives.
• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Skills:Strong analytical skills, In-depth knowledge of SAP/ ECC, S4HANA, Knowhow of process management (Lean), Advanced Excel skills, English proficiency (additional languages such as Polish, Spanish or French is a plus)

Additional Information

We are a dynamic and ambitious team with flat hierarchies that constantly faces new challenges and masters them together. With us there are no boring fruit baskets - you get:

• Team events
• An interesting and responsible job in a highly specialised growing plant in the food industry
• The opportunity to help shape your own work with personal ideas
• An appreciative and collegial atmosphere with a good working atmosphere
• Attractivesalaryandbenefits.Performance-basedpayandbonusopportunities.

Have we piqued your interest? We look forward to getting to know you!

Please send us your detailed application including salary expectations and starting date by email to [e-mail]