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For Companies At a Glance
- Tasks: Manage customer orders, resolve issues, and ensure top-notch service.
- Company: Join Jack Links, a family-owned brand known for delicious protein snacks.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a team that values customer satisfaction and continuous improvement.
- Qualifications: Bachelor’s degree and 3+ years in a Senior Customer Service role required.
- Other info: Experience in FMCG is a plus; fluency in additional languages is beneficial.
The predicted salary is between 36000 - 60000 £ per year.
Nigel Wright Group is working with Jack Links on this search.
Jack Links is a family-owned and value-driven business dedicated to crafting protein-packed snacks that are loved by consumers worldwide. They have an array of brands which includes some of the fastest growing and innovating protein snack brands such as Jack Link\’s, BiFi and Peperami.
Purpose of the position
Oversees the full Order-To-Cash process (from order to logistics and invoicing), anticipating on possible hiccups by mitigating risks and/or solving issues. Coordinates activities for the dedicated scope, seeking continuous alignment with all (cross) functional stakeholders, organising regular (online) stand-ups to prevent issues that impact customer satisfaction. Provides excellent customer service, leading others by example. Reports into the Manager Customer Service, acting as the second in command in the local offices.
Responsibilities
- 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 withinthe (cross-functional) team, continuously seeking alignment and timely follow-up; Ensures ‘one voice’ to the customer.
- Claim Handling: Obtaining and analysing data to assess the validity of complaints and determine possible causes. Suggests pragmatic solutions for the customer as well as optimising processes to avoid repetition.
- Data Management: Processing information in a diligent manner, building and maintaining reliable (Master) data to build upon.
- Reporting: Building and analysing 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 feasiblechanges; 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.
Requirements
Education
- Bachelor’s degree in Commercial or Business Economics(or comparable)
Experience
- 3 years+ of experience in a Senior Customer Service role
- Experience in (an international) FMCG company is a plus.
Competencies
- 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
- Instils Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
- Customer Focused Approach: 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.
- Optimises 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.
- Know how of process management (Lean)
- Advanced Excel skills
- Fluent/ native in local language (additional languages such as Polish, Spanish or French is a plus)
Senior Customer Service Representative employer: Jack Link's Protein Snacks
Contact Detail:
Jack Link's Protein Snacks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Representative
✨Tip Number 1
Familiarise yourself with the Order-To-Cash process, as this role heavily revolves around it. Understanding each step will help you demonstrate your knowledge during interviews and show that you're ready to tackle any challenges that may arise.
✨Tip Number 2
Brush up on your SAP/ECC and S4HANA skills, as these are crucial for managing customer orders efficiently. If you can showcase your proficiency in these systems, you'll stand out as a strong candidate.
✨Tip Number 3
Highlight your experience in building long-term customer relationships. Prepare examples of how you've exceeded customer expectations in previous roles, as this aligns perfectly with the company's focus on customer service excellence.
✨Tip Number 4
Demonstrate your analytical skills by preparing to discuss how you've used data to improve processes or resolve customer complaints. This will show that you not only understand the importance of data management but also know how to leverage it for better outcomes.
We think you need these skills to ace Senior Customer Service Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in the FMCG sector. Emphasise your skills in order management, customer relations, and process improvement, as these are key for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Jack Links' values. Mention specific examples from your past experience that demonstrate your ability to handle customer queries and improve processes.
Highlight Relevant Skills: In your application, clearly outline your analytical skills and proficiency in SAP/ECC or S4HANA. If you have advanced Excel skills or speak additional languages, make sure to include these as they can set you apart from other candidates.
Showcase Your Customer Focus: Provide examples of how you've built long-term relationships with customers in previous roles. Highlight any instances where you exceeded customer expectations or resolved complaints effectively, as this aligns with the company's focus on customer satisfaction.
How to prepare for a job interview at Jack Link's Protein Snacks
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in customer service roles, especially any senior positions. Discuss specific examples where you successfully resolved customer issues or improved processes, as this will demonstrate your capability to handle the responsibilities of the role.
✨Demonstrate Your Analytical Skills
Since strong analytical skills are crucial for this position, prepare to discuss how you've used data to make decisions in past roles. Bring examples of reports you've built or analysed, and be ready to explain how your insights led to improvements in customer satisfaction or operational efficiency.
✨Familiarise Yourself with Jack Links' Products
Research Jack Links and their product range before the interview. Understanding their brands and the market they operate in will show your genuine interest in the company and help you connect your experience to their needs during the conversation.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and customer focus. Think of situations where you had to manage difficult customer interactions or coordinate with multiple stakeholders, and be ready to explain your thought process and the outcomes.
