Customer Excellence Co-ordinator

Location:         UK (Remote Working)

Shift:                Monday to Friday       

Salary:             Competitive + Benefits & Car Allowance

As we continue to grow our Customer Care Team at Finsbury Food Group an exciting opportunity has arisen for a Customer Excellence Coordinator, as part of our larger Supply Chain Team

Finsbury Food Group is a leading speciality bakery manufacturer. We constantly raise quality and efficiency standards, and build long-term relationships with major multiple retailers and the foodservice channel. The bread for your morning toast, ready for butter-spreading or egg-dipping. The candle-filled centrepiece for a memorable celebration. The buns, muffins and other treats that turn teatime into quality time. We make a large percentage of the UK’s sharing cakes from retailer own brands cakes, tray bakes through to party cakes like Caterpillar cakes This is what we do, and why we’re in business. Baking brilliance makes every day special.

1. Job Purpose

Assisting in the day to day running of the customer care process within the Supply Chain, you will be the first point of contact for our customers, providing timely, accurate, and effective support to resolve inquiries, issues, and requests. Your goal is to ensure a positive customer experience and maintain high customer satisfaction.

2. Role Key Accountabilities  

• Provide excellent customer service
• Being the first point of contact for customers for stock/transport queries
• Processing orders in a timely manner
• Respond to customer inquiries via phone, email, chat, or social media in a professional and courteous manner
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions
• Data checking
• Communicating effectively with 3rd party suppliers
• Stock checking
• Working to deadlines
• Build strong relationships with other departments within the business
• Keep accurate records and documentation
• Identify opportunities to improve customer service processes and share feedback with the team
• Stay updated on product knowledge, company updates, and industry best practices
• Building strong customer relationships

3. Knowledge, Skills and Experience

• Excellent customer service skills
• Strong IT skill particularly in Microsoft office
• Confident telephone manner
• Interpersonal skill: customer relations, clarifying information, giving clear instructions
• Good organisation skills
• Ability to be flexible in the team

4. Personal Attributes

• Strong work ethic
• Team player
• Attention to detail
• Problem solving