At a Glance
- Tasks: Provide remote technical support and troubleshoot customer issues with F'real products.
- Company: Join Rich Products, a family-owned food company with a global presence.
- Benefits: Enjoy competitive pay, paid time off, and fun in-house taste tests!
- Other info: Be part of a supportive team that values your growth and well-being.
- Why this job: Make a real difference by helping customers enjoy our delicious products.
- Qualifications: Customer service experience and a knack for problem-solving are essential.
The predicted salary is between 31500 - 38500 £ per year.
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- Technical Customer Support Advisor - F'real
- Custom Field 2: 41097
- Category: Customer Service
Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities.
From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world.
Beyond great food, our customers also gain insights to help them stay competitive, no matter their size.
Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others.
With more than 13,500 associates working globally in 100 locations and annual sales of $5.9 billion, Rich’s is a global leader with a focus on everything that family makes possible.
Rich’s®—Infinite Possibilities.
One Family.
PURPOSE STATEMENT
Provides remote technical support through Remote Gateway to customers, including installation, troubleshooting, and problem resolution.
Responds to customer questions regarding operation and malfunctions of assets.
Advises customers on preventative maintenance and configuration adjustments to improve machine performance and customer satisfaction.
The role will liaise with engineering technical support in the US, as necessary.
Responds to customer queries, liaising with service providers and DCC to ensure customer support to F’real.
Manager the F’real tech inbox and plays a supportive role in the SP inbox.
- Responding to customer requests through email
- Escalating any enquiries as where necessary within the organization.
- Monitoring of the SP and F’real Tech email inboxes
- Build excellent relationships with all external and internal Customers providing outstanding customer satisfaction.
- Responsible for helping to resolve last minute problems that arise.
- Closing out cases.
- Maintain high customer experience ratings through aiming for a first time fix to ensure MTTR of cases is decreasing monthly to a level acceptable to the freal business unit
- Daily upkeep of SP and F'realtech inboxes to ensure they are clear and manageable.
This requires effective email organisation, prioritisation, and response.
Categorise emails by flagging associate dealing with the response.
Continue to chase outstanding emails and management for decisions to be made for emails that are in the inbox for longer than a 7- day period.
- Ensure good technical knowledge for functioning Remote Gateway to ensure efficient remote upgrading of asset firmware to further ensure customer satisfaction
- Monitor all whattsapp groups daily to ensure a quick response to engineers onsite to further help in any troubleshooting issues.
This includes liaising with the technical support role to ensure quick troubleshooting.
- Respond to customer requests with urgency, including Rhenus/Unidata Service providers, within 24 - hour window.
Ensure any exchanges/swaps and installations are done in a 3 - day period in line with SLAs.
- Work closely with commercial to support any new store openings with the focus on the new model of selling blenders vs free on loan.
- Ensure customers are kept informed of the repair of their blender on a weekly basis.
- Monitor Salesforce records - ensure information is inputted in an accurate and timely manner and chase service providers for cases that have been open for 7+ working days.
Ensure all timeline of information is inputted including any interim communication with the store or with DCC.
- Assist DCC in gaining further understanding of certain procedures for differing cases. Every new issue needs a new case, even if an engineer has recently attended the store.
- Challenge DCC when they do not provide enough adequate information
You must comply with Rich Products Health and Safety policies and procedures at all times.
- KNOWLEDGE/SKILLS/EXPERIENCE
- Critical
- Customer services experience
- Experience equipment or engineering customer service
- Experience of using CRM/Sales force or an equivalent system
- Ability to work to critical time scales and under pressure
- Conducting Root cause analysis
- Able to explain confidently clearly and succinctly instructions and processes.
- Collaborative team player
- Self-sufficient and confident in working without supervision.
- Training others e. g., train the trainer experience.
- Working with third party service providers
- Managing customer complaints
- Analytical and problem-solving mind set.
- Can do attitude who embraces development
- Engineering related discipline of study
- Process management experience
- Multi-site and multi customer experience
- Experience of working with retail customer
- Experience of working in a global organisation.
- Creating processes and procedures
- EME customer support/call centre
Rich Products Corporation welcomes and encourages applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process.
BRINGING YOUR BEST SELF TO WORK.
As a family-owned company, caring for our associates—their whole selves—is a top priority.
That’s why we provide benefits and tools to help our people balance the integration of work and life:
- Competitive compensation
- Paid time off
- Parental leave
- Family planning support
- Associate resource groups
- Volunteering & community impact opportunities
- Holiday gatherings In-house taste tests (we are a food company after all)!
Because in the company of family, all things are possible.
Rich’s, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities.
From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world.
Beyond great food, our customers also gain insights to help them stay competitive, no matter their size.
Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others.
With over 13,500 associates working in 100 locations globally, and annual sales at $5.9billion, Rich’s is a global leader with a focus on everything that family makes possible.
Rich’s®—Infinite Possibilities.
One Family.
#J-18808-Ljbffr
Technical Customer Support Advisor - F'real in Andover employer: Rich Products Corporation
Rich Products Corporation is an exceptional employer located in Andover, offering a dynamic work culture that prioritises food safety and quality compliance. Employees benefit from competitive compensation, generous paid time off, and opportunities for community engagement, all while working in a supportive environment that fosters professional growth and development in the food manufacturing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Support Advisor - F'real in Andover
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rich Products Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rich Products Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Customer Support Advisor - F'real in Andover
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rich Products Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Rich Products Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rich Products Corporation!
How to prepare for a job interview at Rich Products Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
