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- Tasks: Support and enhance our online ordering platforms while managing customer queries.
- Company: Join Musgrave, a leading family-owned business with 140 years of food innovation.
- Benefits: Enjoy a full-time role with opportunities for growth and development in a supportive environment.
- Why this job: Make a positive impact on communities while developing your skills in a dynamic team.
- Qualifications: Experience with online ordering systems and a passion for customer service is essential.
- Other info: Be part of a company committed to sustainability and community support.
The predicted salary is between 30000 - 42000 £ per year.
We are seeking a Customer Experience Specialist , this role is Full-time, permanent contract.
This role will work alongside both our Drinks Inc and Market Place teams and will combine key customer care skills with systems and process development. The two key areas of this role will be the development, progression and ongoing support of our online ordering platforms, along with the day-to-day management of escalated customer queries.
Musgrave is one of the Europes most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain. Every day we feed one-in-three people in Ireland through 18 market leading food and beverage brands that include SuperValu, Centra, Frank and Honest and Musgrave Market Place. We support thousands of retail and food service family businesses who live and work in the heart of the communities they serve. We are committed to becoming the most trusted and sustainable business in Ireland and we are making changes across the company to make sure that happens. We want to make a positive impact on the world, and we will support our suppliers and customers to make a difference too.
Key Responsibilities:
- Develop a customer centric online ordering platform.
- Work alongside key functions to resolve customer queries within SLA.
- Analyse sales and performance data to identify opportunities within the online ordering platform
- Conduct regular feedback sessions with online customers to identify satisfaction levels and act on blockers.
- Build and leverage effective relationships with key points of contact across the business, Sales, Supply Chain, Trading.
- Create, maintain and regularly review SOPs.
- Identify and resolve problems including key performance metrics and process improvements.
- Identify and escalate required system improvements.
- Support new and existing customers with the online platform
Online: You will combine a mix of technical, sales and service skills to deliver the ongoing development of our existing online ordering systems within Market Place and Drinks Inc. This will include but not limited to- the creation of new customer accounts, providing technical support to users while also reviewing customer trends, identifying sales opportunities and seeking to continually improve the customers online journey.
CRM- You will be responsible for driving full adoption of system functionality across key departments in both Musgrave Marketplace and Drinks Inc, working closely with department managers, youll ensure teams meet SLA and KPI targets. This includes resolving customer queries promptly, with input from relevant teams to deliver a satisfactory outcome. Youll also analyse trends and obstacles affecting the customer experience, share insights with stakeholders, and identify opportunities for improvement.
The ideal candidate will have experience with online ordering systems and a strong focus on delivering effective customer solutions. You should be comfortable working across multiple departments and experienced in achieving high-performance sales and service KPIs.
Customer Experience Specialist employer: Musgrave NI
Contact Detail:
Musgrave NI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Familiarise yourself with online ordering systems and customer experience best practices. Understanding the nuances of these platforms will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the food and beverage industry, especially those who work with online platforms. Engaging with them can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've resolved customer queries or improved processes in previous roles. This will showcase your problem-solving skills and customer-centric approach.
✨Tip Number 4
Research Musgrave's values and recent initiatives. Being able to align your personal values with theirs during discussions will show your genuine interest in the company and its mission.
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and online ordering systems. Use specific examples that demonstrate your ability to manage escalated customer queries and develop customer-centric solutions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and how it aligns with Musgrave's commitment to community support. Mention any relevant achievements or projects that showcase your skills in improving customer journeys.
Showcase Analytical Skills: Since the role involves analysing sales and performance data, include examples of how you've used data to identify opportunities for improvement in previous roles. This will demonstrate your analytical mindset and problem-solving abilities.
Highlight Team Collaboration: Emphasise your experience working across multiple departments. Provide examples of how you've built effective relationships with colleagues to resolve customer issues and improve processes, as this is crucial for the role.
How to prepare for a job interview at Musgrave NI
✨Understand the Company Culture
Before your interview, take some time to research Musgrave's values and mission. Understanding their commitment to community and sustainability will help you align your answers with their ethos, showing that you're a great fit for their team.
✨Showcase Your Customer Care Skills
Prepare examples from your past experiences where you've successfully resolved customer queries or improved customer satisfaction. Highlighting your ability to handle escalated issues will demonstrate your readiness for the role.
✨Familiarise Yourself with Online Ordering Systems
Since the role involves developing online ordering platforms, make sure you understand how these systems work. Be ready to discuss any relevant experience you have and how you can contribute to enhancing the customer journey.
✨Prepare Questions for the Interviewers
Think of insightful questions to ask about the role and the teams you'll be working with. This shows your genuine interest in the position and helps you gauge if the company is the right fit for you.
