Customer Service Administrator

 

POST:                         Customer Service Administrator 

HOURS:                      Full time, 40 hours per week 

BASE:                         Belfast.          

REPORTS TO:           Sales & Marketing Manager

CLOSING DATE:       31ST July 2024

 

 

The Role

Join our enthusiastic customer service team which aims on providing personalised and thoughtful support to our customers. The customer service team is the voice of Bailies, the team at the forefront of daily interactions, so it is key that your enthusiasm shines through in every conversation.

As part of the customer service team you will provide support to our wholesale customers, processing orders, helping with any queries and maintaining account information. You will also be involved in key working relationships with all departments in the company, with Marketing to understand and relay the brand messages and visions, with Engineering to assist with any equipment troubleshooting and assisting in supply of machinery – daily communication with the wider company ensures all customer requirements are met.  

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Key Responsibilities and Accountabilities

 

Operational responsibilities

  • Deliver outstanding and carefully considered customer service by phone, email and in person
  • Daily inputting and processing of customer orders, accurately and punctually
  • Use coffee and product knowledge to help customers with any queries they may have
  • Correctly enter and maintain customer data in the CRM system.
  • Handle any customer complaints in a professional manner, escalating to relevant personnel – provide patient and effective problem solving
  • An ability to collate and then share any customer feedback to relevant departments when necessary
  • Consult with relevant departments in the company to ensure customer requirements are met
  • Process and co-ordinate sales requests from different areas of the business.
  • Ensure all information is stored confidentially.

Skills & Knowledge 

  • Ability to work under pressure, remaining calm whilst showing patience towards customers and colleagues
  • Have a passion to learn and to pass on what you have learned
  • Excellent interpersonal skills to be able to create relationships with customers and colleagues
  • Excellent written and oral communication skills
  • Good working knowledge of all Microsoft 365 packages and digital systems, such as CRM and e-commerce platforms

About you:

  • A genuine passion and understanding of speciality coffee, or the willingness to learn
  • A positive and can-do attitude
  • Diligent with an attention to detail
  • Informal but professional

 

General

 

  • Promote the company positively at all times through the company values and strive to maintain and build upon the excellent reputation of the company.
  • Conduct yourself in a trustworthy, reasonable and responsible manner when undertaking your duties.
  • Promote a good and harmonious working environment where all are treated with respect and dignity and in which no form of intimidation or harassment is tolerated.
  • Abide by all company policies and procedures and ensure that these are implemented in the area of responsibility.
  • Within the context of the post, ensure full compliance with company health and safety requirements.
  • Participate in staff development and training events.
  • Any other duties deemed necessary with the postholder competency to ensure the effective operation of your role within the company.

 

This is the description of the job as it is presently constituted. It is the practice of the company to periodically examine staff job descriptions and to update them to ensure that they continue to relate to the job. It is the aim of the company to reach agreement to reasonable changes following discussion with the post holder.

     

      To apply please forward your current CV outlining how you meet the requirements for the position as outlined above to: jobs@bailiescoffee.com