Customer Support in Leicester

About us

Founded in 1873, GLW Feeds are one of the largest independent, family-owned livestock and specialty feed manufacturers in the UK, concentrating in roll, nut, pellet, and meal-form compound feeds. Significant investment has resulted in a hi-tech computer-controlled production capacity of approaching 300,000 tonne capacity across two sites. Both of our sites are very close to the M1.

Role Overview

• Hours of work: Monday to Friday start time of 9am to 5pm, 1 in 4 Saturdays morning 8am to Midday, 2 Bank Holidays annually in line with staffing rota.
• Salary: £ per annum.

Key Responsibilities

• Sales Administration: Accurate and timely processing of orders in line with transport, production and raw material deadlines, set with clear KPIs within the team, whilst maintaining consistency and accuracy throughout. Maintain an excellent working relationship with all areas of the business especially sales, technical, production and transport functions. Work with Account Managers and customers to organise feed programs and deliveries as required. Accurate filing and record keeping of customer orders across multiple Microsoft platforms. Efficient and legal processing of feed prescriptions. Timely customer query resolution via appropriate processes and co-ordination/management. Supporting Sales department and account managers with account, customer and ordering information.
• Data Entry: Verify data provided directly from account managers and customers. Data entry from platforms onto ordering system by collecting correct and accurate information for all sources. Files and organise paperwork used to keep in line with audit standards.
• Query resolution: Escalate where appropriate complex queries to Customer Support Supervisor or other managers. Deal with complaints accurately and timely, progress resolution where possible. Investigate customer credits and examine relating orders. Participate and prioritise in tidying and maintenance of AX and outlook. Ensure information recorded is fit for purpose, easily understood and allows for queries to be resolved correctly and efficiently. Take ownership of your calls or emails to meet customer requirements. Check the progress of outstanding calls and updating suppliers and end users.
• Communication: Be the first point of contact for all telephone and email communications, providing high levels of professionalism, along with a friendly manner. Build and maintain personal, longstanding and trusting partnerships with customers, account managers and direct departments, through open and honest communication. Establish constant rapports with standing order (repeat ordering) customers, with daily and/or weekly interactions and having the ability to identify needs to achieve customer satisfaction. Ensure that the "positive response" is at the forefront of all communication with internal and external customers. Go the "extra mile" to engage with customers and provide a suitable solution. Keep calm in a pressurised situation, whilst ensuring a positive can-do attitude and supporting fellow employees within and outside the customer service department.
• Additional Support: Represent the customer support department and GLW feeds during internal/external functions. Visiting sites and customer farms when required.

About you

• Excellent organisational and administrative skills with an ability to manage multiple tasks simultaneously.
• Excellent verbal and written communication skills.
• Good knowledge of MS Word, Excel, PowerPoint, and Outlook.
• Excellent attention to detail.
• Ability to work in a fast-paced environment.
• Experience of Sales administration and/or customer service experience.
• Integrity and respect for confidentiality.
• Pro-active, has a friendly manner and can use positive language and thinking.
• Uses own initiative in everyday activities also in moving forward and can adapt to business change.
• Taking ownership and being tactful when dealing with difficult situations.
• Customer-focused mindset with a commitment to delivering exceptional service.

Note: These roles and responsibilities will change from time to time and the post holder is required to undertake any additional duties as deemed appropriate. Staff are required to participate in training, workshops and meetings considered relevant to their job. Staff must carry out their duties with full regard to the rules, policies and procedures and conditions of service contained in their employment contracts and staff handbook. Staff must adhere to all health and safety legislation. Staff must promote equality and diversity in the workplace. Staff are required to undertake any other task that is deemed reasonable within their skill set.

If you are a motivated individual with a passion for providing excellent customer service, we would love to hear from you.

Job Types: Full-time, Permanent

Pay: £27,500.00 per year

Benefits: Additional leave, Company pension, Cycle to work scheme, Free parking, Life insurance, On-site parking

Experience: Customer Service: 2 years (required)

Work Location: In person