Middleby UK - Customer Experience Executive
12 Month Fixed Term Contract
Middleby UK, based in Wigan, is the UK subsidiary of the US-based Middleby Corporation, a global leader in commercial and residential kitchen equipment. We import and supply innovative, energy-efficient equipment manufactured by Middleby brands worldwide, serving restaurants, hotels, cafes, and national chains across the UK. Our cutting-edge products are showcased at the Middleby Innovation Kitchen, where chefs and industry professionals experience live demos and explore the latest culinary technology.
We are looking to recruit a Customer Experience Executive to join our fast-paced team. The main focus of the role is to respond to incoming customer enquiries in a timely fashion, deal with a wide range of sales-related queries, process sales orders quickly and efficiently, and ensure our customers receive industry-leading customer service.
Key Accountabilities
* Provide first contact for incoming enquiries, always ensuring the highest standards of customer service are provided. This will involve:
* Answering large volumes of incoming customer enquiries and queries, providing information and advice of a high standard of customer service.
* Dealing with queries and problems from dealers, end users and the public and ensuring resolution in a timely and professional manner.
* Monitor live chat function on the website.
* Working to agreed KPI's and targets to deliver quick, efficient and knowledgeable customer service
* Ensuring the customer experience is at the forefront of everything
* Process orders with a high degree of accuracy using the required system.
* Establish and maintain effective working relationships with customers, dealers, co-workers, and other internal and external stakeholders.
* Undertake a regular program of product training to ensure own knowledge and skills for the effective performance of the role.
* Support the development and maintenance of up-to-date information and documentation for the sales team.
* Ensure that the Customer Service Supervisor is informed promptly of any issues or problems in order to enable these to be minimised.
* To be the first point of contact for a member of the Business Development and/or National Accounts team.
* Supporting the daily and weekly production of reports and statistics as required.
* Planning and executing plans to target the nil and low spend accounts.
* Research and support Business Development Managers to target new business.
* Support the improvement of the sales desk processes, supporting and suggesting new and agreed systems, procedures and documentation.
* Ensuring that company policies and procedures are always followed.
Knowledge and Skills
* Prior experience of working in a busy customer service or sales environment, ideally in a business-to-business/distribution network environment.
* Experience in the commercial catering market or the wider hospitality industry. (Desirable)
* Able to demonstrate enthusiasm for and understanding of a busy sales environment.
* Excellent customer service skills, with a genuine interest in helping customers.
* Excellent telephone manner and the ability to build a good rapport with a wide range of customers.
* Ability to understand and retain basic product information.
* Sound knowledge of Microsoft software, particularly Word and Excel.
* High-level organisational and time management skills and the ability to pragmatically assess and manage priorities.
Working hours are Monday to Thursday, 9:00am to 5:00pm and Friday, 9:00am to 4:30pm.