At a Glance
- Tasks: Own the customer journey and ensure a seamless experience across various channels.
- Company: Join a leading foodservice company with a focus on customer satisfaction.
- Benefits: Competitive salary, flexible hours, and opportunities for personal growth.
- Other info: Dynamic role with diverse responsibilities and excellent career progression.
- Why this job: Make a real impact by enhancing customer experiences and driving engagement.
- Qualifications: Organised, results-driven, and experienced in foodservice or retail.
The predicted salary is between 35325 - 43175 £ per year.
To own the Customer Journey for a defined geographical area working across Delice de France business channels to ensure best possible experience for our customers.
What is it like to do this role
Varied!This role will provide the opportunity to work with a large variety of customers and across all customer facing departments, ensuring that Delice de France are meeting & exceeding customer expectations providing a seamless experience and easy to do business with approach.
Key Relationships
Customers, Channel teams (field & accounts), Operations (Warehouse & Transport), Cash Office, Accounts Receivable (AR), CE Executive, Ecommerce Executive, Sales Data Admin and QC.
Main Duties & Responsibilities include
- Own your defined geographical areas.
- Call customers as per daily call plan – adjust as per individual customer call requirements with minimum frequency set at once per month for all nominated accounts.
Outbound Calls.
- Take inbound calls and action as required.
- Work with all customers including those who place via EDI / Portal / Wholesale / Upload or Webshop to support them on the customer journey.
- Check customer details are logged in CE correctly; contact number, contact name, email address, address, postcode, times open for deliveries.
- Action order amends and add-ons for your customers (phone & web orders).
- Monitor customers for their Return on Investment (ROI) where they have equipment Free on Loan (FOL).
- Gain new listings to support ROI achievement.
- Work with sales team to generate leads for your territory – load leads in CE, allocate to correct salesperson & follow up with internal & external customer.
- Work through lapsed account list to reactivate customers working with your field-based colleagues and adding to your call plan.
- Complete pricing calculators for IFS / Retail accounts following current approval process aligning with your field-based colleagues.
- Liaise with Channel Managers for any opportunities in Regional Accounts especially non trading or poorly trading sold to accounts.
- Ensure your territory customers are aware of promotions, NPD, Catalogue, allergen changes etc as relevant.
- Work with Ecommerce & CE Executives to support registering customers for webshop.
- Support your existing webshop customers with password resets as & when required.
- Support your existing webshop customers by briefing them on new features of the site when released.
- Explore any issues customers maybe experiencing with Delice de France and drive / support resolution through case management.
- Work with sales team, AR & SDA to ensure no outstanding debt and accounts are closed in F&O / CE for accounts that no longer wish to trade with Delice de France / have ceased to trade.
- Raise issues in case management allocating to relevant individual / department for follow up, including 1 st line QC queries.
- Escalate or make aware the allocated DDF account manager for customer issues if support required.
Candidate Profile
- Organised & Planned
- Ability to hit the ground running
- Experience & knowledge of foodservice & retail
- Results orientated & target driven
- Determined & tenacious
Benefits of a Customer Engagement Representative
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Customer Engagement Representative in Southall employer: Delice de France Ltd
Delice de France is an exceptional employer that prioritises employee growth and a collaborative work culture, making it an ideal place for a Customer Engagement Representative. With a focus on providing a seamless customer experience, employees are encouraged to develop their skills through varied interactions across departments, while enjoying benefits such as flexible working arrangements and opportunities for career advancement in a supportive environment. Located in a vibrant area, the company fosters a sense of community and teamwork, ensuring that every team member feels valued and empowered to contribute to the success of the business.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Representative in Southall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Delice de France Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Delice de France Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Engagement Representative in Southall
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Delice de France Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Delice de France Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Delice de France Ltd!
How to prepare for a job interview at Delice de France Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
