Job Title: Customer Service Operator
Location: Exeter
Contract: Fixed Term - Maternity Cover
Hours: Full-time
Reporting to: CSD Team Lead
Job Req: R8150
What will you do?
The Customer Support Operator is responsible for proactively and efficiently managing all customer and account manager requests from Order to Cash. Working closely with the regional sales team to support them with any customer related administration required from onboarding of new customers to dealing with invoice disputes. The role will become the single point of contact for all cross functional teams that are involved with our Customers. The key focus of this role is to develop ways of working and structure to support the National Account Managers in alleviating the time they spend on admin and chasing cross functional teams for responses to resolve customer issues and or new customer set up. The role will be instrumental in ensuring our A/C Managers are fully focusing on delivering and capturing more volume, increasing the time they can spend on farm and prospecting with new customers.
The Customer Support Operator will work for a specific sales region but also cover any other National Sales team as and when required. The role will drive a customer excellence approach in line with our B2G Strategy Pillars of Customer and Operational Excellence. Working with all internal departments to promote a “Get it right first time” approach.
Tasks and responsibilities:
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Working closely with internal departments to reduce number of invoice disputes and finding quick resolution to any queries
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Tracking all queries from customers and account managers and closure times from start to finish, taking full ownership of the query irrespective of the issues. Building a query database for monthly review to identify areas for improvement in our processes and procedures when dealing with customers.
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Driving and chairing any process/system areas for improvement to give our customers the best possible experience when dealing with Forfarmers
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On boarding of new customers –Taking information for new account forms and getting signed copies returned
- Managing of contracts and pricing updates as and when required from Account Managers
- Being the single point of contact for liaising between inter departmental teams on behalf of our customers and account managers. Reducing the amount of emails, calls, chasing etc and non value added tasks in the wider teams
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Maintaining and taking ownership for all incoming customer/account manager queries and tracking to resolution and/or escalation to ensure swift closure.
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Pricing on SIS
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Ad hoc customer reporting
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Complaint inputting and resolution management with Operations, Quality and Technical teams
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Reviewing trends on complaints and presenting at the OE team any areas for improvement and flagging areas of excellence
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PHDE forms for new accounts – managing any on farm issues with customers direct and photo’s as and when required
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Managing any invoice queries through to resolution – weekly review with AR to establish structured approach to all regional customer issues
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Monitoring customer returns and prompt management by Mills to avoid any credit delays and/or invoice disputes
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Updating C4C over phone with customer visit details so input is live
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Producing credit notes as and when required if pricing issues
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Sending daily output to account managers of any issues you need their support to resolve
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Sending to customers any admin related sales/invoice requirements
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Monitoring customer returns and prompt management by Mills to avoid any credit delays and/or invoice disputes
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Updating C4C over phone with customer visit details so input is live
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Producing credit notes as and when required if pricing issues
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Sending daily output to account managers of any issues you need their support to resolve
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Sending to customers any admin related sales/invoice requirements
Your CV shows:
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Knowledge of the feed industry (desirable but not necessary)
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Attention to detail imperative
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Time management
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Credit management experience
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Good customer facing skills
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PA experience (desirable but not necessary)
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Analytical
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Good system experience e.g. SAP/C4C/SIS
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Tenacious
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Resilient
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Autonomous
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Improvement focused and embracing technology where possible
Are you the Customer Support we are looking for to join our dedicated team?
If so, please send your CV with a covering letter through this link (or through the ‘apply’ button).
Candidates wishing to apply who would require sponsorship can determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant criteria on the Gov.UK website.
Please make us aware if your need any reasonable adjustments to participate in this process.
About ForFarmers
Do you ever stop to wonder where your Sunday morning poached egg came from? Or the milk in your cafè latte? Or what about the sausage and bacon served with full English? It will come as no surprise to you that the animals which produce these products need to eat themselves too. And that’s where ForFarmers comes into the equation.
ForFarmers produces feed for cattle, pigs and poultry in both conventional and organic livestock farming. And that probably sounds a great deal simpler than it actually is. Make no mistake: an awful lot of knowledge, research and innovation has gone into one of those seemingly simple-looking chunks of animal feed. And these are the kind of things we, as a company, invest a great deal in.
What are the benefits of working for ForFarmers UK?
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Employee Assistance Programme (offering support on a range of topics).
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Private Medical Insurance.
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Options to enhance your pension after 12 months service (increased employer contributions).
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Opportunities to grow personally and develop within the business.
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Cycle to work scheme.
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B&Q Trade card offering 10% discounts in-store and online.
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And much more!
