Graduate Customer Support Executive- Food Technology, Quality & Technical

A LITTLE INFORMATION ABOUT US!

Foods Connected is a cloud based software platform that helps retailers, suppliersand food businesses globally manage their supply chain, quality control and tradingand planning management. As a team, we provide tools that help our customersmanage their processes in a fast and efficient way and provide real-time visibility andreporting on what is happening in their business.

At Foods Connected, we recognise that our employees are our most important asset and we value creating a great working environment to ensure our team enjoy coming into the office every day working together and solving problems for our customers. Whether we are in the middle of a fast and intense development sprint, on a team Skype call discussing our project statuses or enjoying a game of ping-pong or pool in the office, it is important to us that our employees are happy and delivering the best possible result for our customers.

We’re always keen to welcome talented individuals to join our team. So if you’re a natural planner, driven, with a passion for driving forward simple software solutions, creating great user experiences and customer satisfaction through organised, well managed processes then we’re looking for you!

THE ROLE

The Foods Connected Graduate Customer Support Executive, plays a pivotal role in ensuring our customers maximize the value of our platform. You will act as the primary point of contact, guiding customers with first line technical ongoing support, and providing insights on how to optimise their experience. You will deliver efficient support through leveraging industry-leading tools such as HubSpot, Jira and other internal collaboration
platforms to manage customer relationships, track interactions, and deliver efficient support. A key to success in this role is strong communication skills internally and externally as well as building Foods Connected system knowledge.

To offer support to Foods Connected users globally a schedule to cover the hours of between 6am to 9pm will be in place. The team members will rotate days worked between a mixture of schedules between 6am to 2pm, up to and including 1pm to 9pm Monday to Friday and some need for an on call element at weekends which will be shared among the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

First Line Technical Support-70%

• Build an in depth understanding of Foods Connected product offerings across Food Quality & Technical and Procurement and Protein Optimisation offerings. Internal Training documentation and SMEs will support this journey.
• Offer prompt and proactive support to customers and their suppliers using systems like HubSpot, ensuring efficient case management and issue resolution.
• Track customer interactions, and potential issues using CRM tools, ensuring transparency and accurate record-keeping.
• Work closely with other members of Customer Success, and development teams to ensure customers\’ needs are met and products are aligned with customer feedback.
• Take appropriate steps to escalate issues when needed to second or third line and continue to monitor this progress for the customer and communicate effectively.
• Support customers when required through the onboarding process, ensuring a smooth transition onto the Foods Connected platform in collaboration with other assigned Customer Success team members.

Customer Success Reporting & Analysis-30%

• Gather and analyse customer feedback to inform product improvements and updates.
• Monitor and report on customer health metrics using our CRM platform HubSpot to ensure high satisfaction.
• Provide clients with regular updates on their usage, highlighting key insights and areas for further optimisation.

• Effective time management skills with the ability to manage multiple client and priorities effectively.

• Become comfortable using technology platforms and able to quickly learn new software. As Foods Connected expands our product offerings across other industries such as Racing and Clothing.

QUALIFICATIONS: EDUCATION, TRAINING, EXPERIENCE AND COMPETENCIES

Minimum Qualifications

Bachelor’s degree in related field and 1 years relevant experience or placement year

Preferred Qualifications

• 1+ years’ experience in a role preferably within the food industry interacting with Software systems for tracking Production, Quality, Suppliers or Procurement.
• Have a passion for the Food Industry and the processes involved across raw material, production, commercial, quality and retail.
• Excellent communication and presentation skills and be able to communicate clearly what something does and the benefit it brings.
• Be committed, keen to learn and have drive and determination to design and bring improvements to established working practices.

Technical Skills

To perform this job successfully, the Implementation Specialist should have experience with:

• Microsoft: 365 Suite (Excel, PowerPoint, etc.)
• Desirable: Knowledge of software solutions utilised across the Food Industry.

Benefits:

• Competitive Base Salary
• Employee Performance Related Bonus
• Clear Career Progression
• Flexible Working Hours
• Matched Employee Pension
• Generous Holiday Package
• Secure Company Hardware

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