Founded in 1969 and based in Driffield, East Yorkshire, Shepcote is a proud family-run business built on quality and trust. We produce handcrafted marzipan fruits and cake decorations under both our own brand and own label.
We also supply carefully sourced ingredients, sugars, syrups, nuts, seeds, dried fruits, pulses, and grains to bakeries, health food stores, farm shops, and delicatessens across the UK. At Shepcote, we combine generations of expertise with a commitment to first class service.
We're looking for a part-time Customer Service Advisor (20–24 hours per week) to join our team. In this role, you’ll be a vital point of contact for our customers, delivering outstanding service, processing orders over the phone, answering queries, and ensuring every interaction is handled efficiently and professionally.
The role:
* Handling incoming and outbound calls, emails and other correspondence as necessary.
* Asking questions to understand what the customer wants and providing tailored advice and product options.
* Confidently answering questions about our products and the company, ensuring customers feel informed and valued.
* Sharing information about new products, clearance lines and other products on offer.
* Providing quotations and checking product availability.
* Going the ‘extra mile’ to help meet the sales quota and bring in future sales.
* Keeping detailed and accurate records of customer interactions using our CRM system.
* Entering and updating customer orders/information on our database.
* Processing payments securely and efficiently.
* Processing and tracking orders, invoices, credit notes and collections.
* Resolving customer queries and complaints calmly and professionally
* Collaborating with other teams to escalate technical or specialised issues when needed.
* Supporting the Customer Service Manager with general administrative duties
We’d love to hear from you if you:
* Bring a friendly, positive attitude and a strong ‘can do’ approach.
* Have proven experience in Customer Service or Sales, ideally within the food service industry.
* Communicate clearly and confidently, especially over the phone.
* Take the time to understand your products and enjoy sharing your knowledge with customers.
* Listen actively, offer thoughtful options, and find effective solutions.
* Have a strong track record of meeting deadlines and achieving targets.
* Stay organised, accurate, and manage your workload efficiently.
* Remain calm and professional when handling challenging situations or resolving customer issues.
* Are passionate about helping the business grow through strong customer relationships and outstanding service
What we offer:
* Pension: Employee 5%, Company 3%.
* Training and ongoing support
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