Fresh Direct is one of the UK’s top wholesale food suppliers, supplying the best restaurant brands on the high street.
Plus we are not alone, Fresh Direct is part of the Fresh Direct family, a set of specialist brands including M&J Seafood, Wild Harvest, Fresh Fayre and Fresh Kitchen. To top it off, the Fresh Direct family is proudly part of Sysco, the world’s largest food service supplier.
Scope of the role
To provide excellent customer service to both external and internal customers being the first point of contact to assist in orders, via phone and email.
Key Activities & Responsibilities
- Process all orders and collections with accuracy of data entry and fulfilling the requirements of each customer whilst maintaining customer mailbox enquiries.
- Achieving set KPI’S in line with Fresh Direct requirements. Calls answered in a timely manner in line with company targets.
- Develop and maintain department structure to understand impact of customer service function across the business
- Develop and maintain customer relationships through effective communication, problem solving, and fulfilling business commitments.
- Have a detailed knowledge of allocated customers business, expectations and requirements.
- Act as a first point for any customer issues, investigate as fully as possible and ensure relevant parties are brought into the discussion to find a fast and effective solution.
- Take ownership of customer queries, keeping systems updated and credits/collections booked out in a timely manner, effectively liaise with other departments where necessary.
- Ensure that all customer Comments/complaints/correspondence is processed in accordance with Fresh Direct Customer complaints procedure, and customer specific requirements.
- Maintain effective communication between customer and Fresh Direct, scheduling call backs when required and ensuring customer mailbox is maintained via emails.
- Communicate with internal departments to ensure processes run smoothly
- Previous office/customer service environment required
- Passion for excellent customer service
- Excellent attention to detail
- Confident problem solving and decision making skills
- Self motivated with a desire to exceed set standards
- IT Literate