Telesales Co-ordinator

BAKO Group; Preston; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Company Pension Scheme

Life Assurance cover

Cycle to work Scheme

Employee Discount Scheme

Employee Assistance Programme

28 days holiday inclusive of bank

Job summary

BAKO Group in Preston, United Kingdom, is seeking a proactive Customer Service Advisor. You will handle both incoming and outgoing calls, process orders and handle queries with accuracy and a drive to upsell.

Regular interaction with the sales team and strong customer rapport are essential to success. Ideal candidates have 2 years’ experience in a call centre or retail environment, with excellent communication skills and the ability to work on their own initiative.

Qualifications

• 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.

Responsibilities

• Process orders in a timely fashion and maximise sales opportunities.
• Handle incoming and outgoing calls and queries with professionalism.
• Upsell where appropriate and liaise with the field sales team.
• Maintain high levels of customer service and build rapport with customers.
• Ensure administrative requirements and policies are followed.

Skills

Customer service

Communication

Teamwork

Initiative

Flexibility

Cross-selling

Job description

Select how often (in days) to receive an alert:

Hours - Monday - Friday 40 hours per week with 1 hour unpaid break

Salary - £25,001 per annum

A bit about BAKO Group....!

BAKO is a leading supplier of Bakery Products and Ingredients servicing customers throughout the United Kingdom. BAKO Ltd forms an integral part of the BAKO Group Ltd with revenues of £150m and 300 employees. The Group is the largest bakery goods wholesaler in the UK with National coverage serviced via its depots in Preston, Wimbledon, Durham Cullompton and Maghaberry (Northern Ireland).

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

Your duties will be to maintain a high level of service to the customer at all times, handling both incoming and outgoing calls, processing orders, query/complaint handling with competence and diligence. Taking the initiative of up‑selling and gaining new business together with undertaking other duties which may be necessary for the effective and efficient running of department/business. Building excellent rapport and relationships with both colleagues and customers is an essential part of the job as well as working closely with members of the sales team at all times. You may from time to time be required to undertake other duties which fall within your capability and which are in the interests of the business.

Main Duties

• Ensure all orders are processed in a timely fashion taking into consideration cut off times and that sales opportunities are maximised wherever possible through effective account management.
• To ensure all new customer enquiries are dealt with in a professional manor and communicated to the relevant field sales executive with as much factual information as possible.

Health & Safety

• Promote and maintain a safe working environment by adhering to all company Health & Safety policies and procedures.
• Take reasonable care of your own health and safety, as well as that of others who may be affected by your actions or omissions.
• Promptly report any hazards, unsafe practices, incidents, or near misses to your line manager or the Health & Safety team.
• Cooperate with management on all matters relating to health and safety, including attending mandatory training and following issued guidance or instructions.
• Use equipment and personal protective equipment (PPE) properly and as instructed to minimise risk.
• Participate in risk assessments and contribute to the identification and control of workplace hazards.
• Support a culture of continuous improvement in workplace safety by actively engaging in health and safety initiatives and suggestions.
• To ensure all existing customer enquiries are dealt with professionally and efficiently converting the enquiry to a live order where possible. Any pricing issues are to be communicated to external sales.
• To encourage monthly promotions and new product launches.
• To raise credit notes accurately and efficiently.
• Update call lists when required.
• To strive to achieve and exceed targets set against KPI’s in all areas of the operations not just those set out with financial reward.
• 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 constantly strive for continual improvement through effective management of KPI’s, identifying appropriate corrective actions and implementing actions to prevent recurrence.
• To report any areas of non-conformance to a team leader 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 within set timescales.
• Report any obstacles to achieving customer service excellence to the team leader or sales manager.
• To ensure all administrative requirements, procedures and policies are performed efficiently and accurately liaising with other departments where needed.
• To ensure the working area including office, desks and kitchen are kept tidy and obstacle free at all times.
• 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 group displaying positive enthusiasm where necessary e.g new products, promotions.
• To ensure communication amongst you and your External Sales Representative is effective.
• To report any ineffective communication to a team leader in particular 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
• Company Sick Pay
• Employee Discount Scheme
• Cycle to work Scheme
• Employee Assistance Programme