Customer Service Advisor

Monday – Friday 8.30am – 17.00 5 days in the office

Your Team 

Join our award-winning team generating telesales orders from existing COOK Concession retailer’s daily. Providing excellent front-line customer service at all times and supporting the Sales Operations Manager with daily admin tasks and project work. Positively contribute towards the COOK brand at all times

     Role Description

*  Sales Targets and order placing: Work with sales Operations Manager and the rest of the Concessions team to hit and exceed the daily, weekly and yearly sales targets. This involves placing inbound orders, outbound calls from a scheduled call list including upselling at point of order and proactively calling retailers to generate orders.

*  Customer Service: Deliver outstanding customer service via email and telephone

*  Relationships: To build and maintain excellent working relationships with retailers, COOK Teams and our third-party partners.

• National Portals: To ensure all orders are placed and shipped within a timely manner to meet order deadlines. Highlight errors on team log.

• Maintain a close working relationship with Credit Control to ensure smooth daily invoicing via portals and releasing of proforma orders.

• New and INC Business Support: support team in placing opening orders for all NEW and INC launches directed by the Launch Team.

• Ensuring all daily/weekly/ monthly admin tasks are completed on time as requested by the Sales Operations Manager.

• Customer credits: Entering and logging customers credits into system.

• Issue Handling – reactive handling of issues such as delivery issues, product re-calls, customer complaints, rejected deliveries and any other retailer queries.

• Attendance at meetings and events – Monthly team meetings to be attended along with yearly and other company wide team meetings and events

Good to have

*  Previous customer service, sales, or co-ordinator role experience

*  Experience of a sales CRM system

*  To have prior experience in delivering a high level of customer service B2B relationship intelligence and trading understanding

*  Ability to use own initiative to problem solve and the mindset to get stuck in to get the job done

*  Experience of working with a branded product Excellent interpersonal skills and the ability to communicate well at all levels and with internal & external customers, suppliers and B2B customers

About COOK

• COOK is a pioneering frozen food company, since 1997 we’ve been making remarkable food for your freezer, prepared by hand at our Kitchens in Kent (savoury) and Somerset (puddings) using the same ingredients and techniques you would at home. It means our food looks and tastes homemade maybe even a bit better. 

• We’re market leaders and (more importantly) our food tastes incredible. We have over 90 shops and a rapidly growing online business. 

• We’re independent (family-owned) and always will be because it allows us to do things the right way, not the fast way. We believe in business as a force for good in society and have certified as one of the UK’s first B Corporations to help us measure what matters when it comes to our impact on our environment, our people and our community. 

• We share 5% of our annual profits with staff. 

• To produce and distribute accurate weekly reports for the kitchens to the operational leaders and regular KPI reporting. Analsye the performance and suggest improvements. To look at the existing reports and processes and suggest how they can be improved. To assist in the period end processes and reporting as well as the annual budgeting process. 

*To support the manufacturing team and produce additional analysis as and when required. 

Other bits 

Excellent Benefits including paid breaks, free food, CookieJar Smart Spending discounts on leading brands, profit share, 30% staff discount and birthdays off and much more. 

Based in Sittingbourne. 

Ask us about flexible working. 

Our vision for COOK has always been that we are a place where EVERYONE is welcome. We want everyone to feel like they belong at COOK. We all have different roles, different abilities and different personalities. By collaborating we can do remarkable things. Whatever your story, if you would like to grow with COOK please apply. 

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