We’re born and bred in Glasgow. Our business was founded on the Clyde back in 1864, and we’re still here today. We are proud to roast exceptional coffee for thousands of cafés and hospitality businesses across the UK & Ireland.
Our workforce has grown to over 380 to support our expanding customer base, product range and service offering. We count some of the industry’s leading talents among our staff, from green coffee buyers and roasting technicians, to barista trainers and field engineers.
Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!
Position: Coffee IQ Executive
Location: Head Office, Epsom
Job Type: Part time, 20 hours, permanent
Salary: £12,000-£14,000 per annumDOE
Benefits: 28 days annual leave increasing with length of service + 4 public holidays, medical cash-back programme, staff discounts and more!
KeyResponsibilities
• Loading product orders for customers
• Monitor telemetry / ‘No Data’ errors and coordinate effectively to minimise
• Tracking & chasing quotes
• Supporting, where required, the creation of new accounts and quotes
• Invoice queries & checking accounts are being invoiced correctly
• Administration of data errors
• M onthly and weekly reports for customers and Sales Team
• Monitor the cleaning activity on customer machines
• Team working, including sharing best practise regarding common issues
• Work collaboratively with all internal colleagues to ensure customers and Sales Team are updated regularly with information in a concise and professional manner
• Ensure all email queries are completed in a timely manner
• Copy contract requests and supportSales Teamqueries
• Welcome calls to new customers
Customer Service:
• Learn, understand, and be able to talk about our telemetry system and support
• Provide help and advice to customers, using Matthew Algie system and services
• Deal with customer issues in line with company procedures and ensure fully completed to customer satisfaction
• Monitor and coordinate telemetry data problems, understand why, and deliver the action plan to resolve
• Customer monitoring - identify both opportunities and threats and liaise with sales team to ensure objectives are in place to secure long term business.
Support:
• Answer all incoming calls from Coffee to Go customers and Sales Teams during business hours, and reply to phone messages left overnight when the phones are not staffed
• Provide the Sales Team with timely communication on the state of their account queries, actions required and resolution.
• Proactively communicate with all internal departments (Warehouse, Marketing, Credit Control, Contracts etc) to produce timely communication updates to Field Sales, e.g. updates on enquiries, cup sales, Accounts on Stop (Credit Control) etc
Experience: • Previous customer service experience within a call centre or office environment
• Experience of communicating with customers and colleagues, both face to face and by telephone to achieve satisfactory outcomes for the customer
• Experience in working in a multi-function environment, providing information and advice on a wide range of products and services
• Experience of gathering, organising, and managing information
• Dealing with customer enquiries to their conclusion, acting as an advocate on behalf of the customer in their dealings with the business
• Being responsive, customer-focused and committed to customer care
• Dealing with, and effectively assisting with complaints and conflicts and difficult or sensitive situations
Skills/ Knowledge:
• Competent in all Microsoft Office packages specifically Outlook, Excel, and Word
• Maintenance of accurate records including updating computer records whilst dealing with customers
• Using IT to gather information, investigate and resolve queries
• A calm approach and working effectively under pressure
• Working as part of a team, supporting, and encouraging colleagues with initiative to be able to work alone when required
• Dealing with matters sensitively, recognising customers’ needs, and tailoring service provided accordingly
• Excellent listening skills
• Good time management and prioritisation skills
PersonalAttributes: • Ability to meet deadlines and prioritise own workload
• Ability to work independently and as part of a team
• Highly motivated, enthusiastic, and committed to the highest standards
• A strong work ethic
• Intuitive
Application
If this sounds like you, then you could be the right fit for us! Please click APPLY, upload your CV and we’ll be in touch as soon as we can.
Thanks, from the Team @ Matthew Algie
Please note this is not a sponsored role, you MUST have Right to Work in the UK.
We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.
Our selection for recruitment does not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).
The successful candidate must have previous customer service experience within a call centre or office environment, communicating with both customers and colleagues in-person and over the phone to achieve satisfactory outcomes for our customers.
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