Customer Service Advisor (12-month FTC)

New England Seafood International (NESI) was established in 1991 and is an importer and processor of premium fresh and frozen sustainable fish and seafood. NESI employs circa 650 people across two sites in the UK and imports a wide range of wild and farmed fish and shellfish from all around the world. We are part of the Sealaska Corporation, an Alaska Native corporation formed in 1971 and which is owned by 22,000 Tlingit, Haida and Tsimshian shareholders, who are all bloodline descendants of the first settlers to the Americas. Our vision is to “show people how to enjoy fish every day” and we pride ourselves on our supply chain integrity, sustainable sourcing and high-quality product. Our values run through our business and are Respect, Customer Care, By Learning We Grow, Team Spirit and Integrity.

Reports to: Customer Service Team Leader

Location: Chessington, Surrey KT9 1TW

Salary: Up to £25,000 DOE

Shift pattern: 4 on 4 off Day shift Hours: 06:00am – 06:00pm

Accountabilities – what will I learn and be trained in:

• The role of a Customer Service Advisor is to ensure that their day-to-day tasks are completed accurately and efficiently and to enhance customer relations with a “happy to help & go the extra mile” attitude.
• Building, enduring and value adding relationships with customers is paramount to our success and this role will be central to fulfilling the customer experience.
• You will need to have good computer skills as you will be working on computerised order processing and invoicing systems as well as a confident and polite telephone manner.
• The role will be central to the interaction between the customer and your commercial, operations and finance colleagues.
• Order taking and processing through to raising accurate and timely customer invoices will form critical components of the role.

Accountabilities:

• Processing customer orders & communicating confirmation by return
• Confirming orders dispatched by our production team daily
• Invoicing customers
• Ensuring customer queries are dealt with and responded to in a timely manner
• Working with and supporting other functions within the joii Foodservice division of New England Seafood
• Reporting to a Customer Service Team Leader
• Working as a team with colleagues on the Customer Service Desk

The Service Desk operates 6am till 8pm and lines are open to customers 8am to 8pm 7 days a week, and all advisors work shift patterns.

NESI Health and Safety:

New England Seafood International will work to ensure it fulfils its moral and legal responsibilities and will not compromise on Health & Safety. We have a strong belief and culture that no one should be hurt resulting from our operations. Health & Safety will always be given priority when considering other business activities. We will ensure that all persons are provided with a safe working environment and have access to suitable welfare facilities including safe access and egress. We will ensure all our staff are site inducted, provided the necessary levels of H&S training to work safe on site and provided expert training for their role. In order for people to work safely and on completion of a detailed risk assessment, we will provide suitable and appropriate machinery, equipment and PPE to fulfil this objective. Our H&S objectives will always be reviewed frequently and will be communicated openly through the business and will be used to drive continued improvement to our H&S standards and culture. This is achieved by consultation and positive interaction with our employees.

NESI Food Safety:

Every employee is expected to be proactive in adhering to Food Safety rules and is encouraged to actively promote and cultivate a Food Safety Culture within the workplace; as a company, we are committed to providing ongoing support, comprehensive training, and the necessary tools to continuously upskill our knowledge about food safety, empowering all team members to engage in open communication with the NESI colleagues to share ideas, address challenges, and collaboratively uphold our commitment to Food Safety Excellence.

What experiences, knowledge and capabilities do I need to demonstrate?

To be successful in this role you should be able to demonstrate recent experience in a similar role, preferably from a fast-paced manufacturing environment, coupled with strong technical and food safety knowledge.

Required:

• Preferable if you have had previous experience in working with customers over the phone
• A good working knowledge of Microsoft packages with particular regard to Excel, Outlook and Word
• Some knowledge of the Sage 500 accounting system would be an advantage
• Ability to prioritise your workload
• Excellent communication skills both verbal and written

20 days holiday, including bank holidays (pro rata) increasing by 1 day per year up to 25 days

Pension 5% employee contribution 3% employer contribution