Client:  St Pierre Groupe Ltd

Location:  Didsbury

Job Title:  Customer Service Specialist

Package:  Competitive package and excellent benefits including flexible start time (between 8 am - 10 am)

Job Purpose is to:

  • completely transform the Customer Services department from ‘transactional’ to ‘value added’.
  • provide and promote excellent customer service throughout the organisation.
  • manage the Customer Service team, making sure that service standards are being met and problems are resolved.

 Key Responsibilities

  • Develop a consistent methodology for incoming emails and phone calls from customers, recognising that Customer Services is a key point of contact with St Pierre Groupe.
  • Build ‘first contact resolution’ within the team so that average resolution times for queries and issues are reduced.
  • Develop a structure for relaying queries and issues to the appropriate departments.
  • Manage and improve the customer complaints and claims policies and processes.
  • Improve the customer ordering experience by ensuring that stock availability and delivery information is communicated effectively.
  • Analyse KPIs to determine the level of customer service that St Pierre Groupe is providing. Produce written reports with trends, insights, and recommendations.
  • Work with other departments to identify and resolve root causes of customers’ problems.
  • Put corrective actions in place and reduce the number of credit notes issued.
  • Work with our logistics partners to improve communication with customers.
  • Process claims and credit notes.

Candidate Profile

 

Skills and Experience:

  • A proven track record developing and managing a first class customer service function to meet the needs of a growing business
  • Process improvement focused – experience in root cause analysis, looking at trends, insights – how can we work smarter not harder?
  • Highly numerate and analytical – uses data to support decisions
  • Ideally experienced in FMCG or similar fast paced industry
  • Excellent communication and influencing skills to develop strong relationships both internally and externally
  • Able to prioritise and allocate time effectively.
  • Excellent team player
  • Commercially savvy
  • A good level of IT literacy

Please email your CV to Elaine Rippon at Oakleigh Resourcing at This email address is being protected from spambots. You need JavaScript enabled to view it.

If you have any questions or would like more information please call Elaine on 01477 534491.