Job Title: Customer Service Executive
Reporting to: Customer Service Supervisor
Hours: 37.5 Hours per week, Monday to Friday (8:30-17:00 and 9:00 – 17:30)
Location: This is a hybrid role and includes opportunity to work from home. However, you must be able to work from the office in Theale at least three days a week. Therefore, we are looking for someone living within a maximum of 25 miles from our Theale office (RG7 5AW).
Role Summary:
An exciting opportunity has arisen to join an award-winning speciality food and drink wholesaler as a member of our Customer Service Team. You will be working closely with our customer base, supply chain and sales team to help uphold and improve the service which our customers receive. The main purpose of the role is championing customer service; you will be taking orders, resolving queries, ensuring fulfilment is high and up-selling products to customers. Proactively communicating with customers, updating them on their orders, suitable promotions and supplier initiatives whilst ensuring excellent customer service.
Why Join Us:
This is more than customer service role; it is an opportunity to support the growth of a purpose-driven business with integrity and impact. As one of the UK's founding B Corporations, Cotswold Fayre is built on the belief that business should be a force for good. You'll be joining a team committed to putting people, planet first and seeing the profit follow, creating lasting positive change for our customers, communities, and the food and drink industry as a whole.
Key Responsibilities of the role
Input and manage orders from customers via telephone, email, and web to a deadline.
Keeping customer portals updated with accurate information.
Ensuring all fields are accurately completed on the system and updated as required.
Maintain a good understanding of catalogue products and promotions, to identify opportunities to upsell to existing customers.
Respond to customer requests on product or delivery queries, in full, to customer satisfaction.
Answer in-bound telephone calls from customers
Liaise with our delivery partners to ensure great service.
Set up new accounts to company guidelines, advise customers of initial delivery information and inform sales team of all new contacts.
Make sure all customer records (including CRM data) are updated immediately and kept up to date on our in-house software.
Ensure all reporting requirements are adhered to in a prompt, accurate manner for both day-to-day work & in response to ad-hoc requests.
To be able to promote to customers the business and environmental benefits of increased consolidation through Cotswold Fayre
To present the friendly and professional face of Cotswold Fayre to customers
Support sales initiatives by communicating these with customers regularly. These will include new products, promotions, and sampling opportunities amongst others.
About You:
The successful candidate will have a passion for food and drink, ideally be familiar with the speciality food and drink sector, however candidates from other sectors will absolutely be considered. You are determined to achieve success and will understand the benefit of relationship building, customer service and sales development.
Career History Experience and Attributes:
At least 1-2 years' experience in a customer service role, preferably B2B.
Ability to manage a large workload and follow multiple processes some of which are complex
Experience of using CRM systems/databases
IT competency with experience of Microsoft Teams, Excel, PowerPoint, and Outlook is essential as is a good standard of numeracy and literacy.
Personal Qualities and Attributes:
Highly motivated, organised and solutions focussed
Rapport building will be second nature, and relationships will be personally important within your working life.
Excellent oral and written communication skills with a great telephone manner
Flexible and able to work as part of a team as priorities change.
Resilient, tenacious, and determined to succeed
Embrace change and can adapt accordingly
About Cotswold Fayre
Cotswold Fayre is an award-winning business, having won 10 awards over the past few years: including being named in 2023 as the Elite Business No. 1 SME in the UK, The Lloyds Bank Purpose Before Profit Business of the Year and most recently a coveted Grocer Gold Award.
We are a speciality & fine food wholesale distributor, leading the way by offering a consolidation service to supply retailers with premium food and drink products, both ambient and chilled, sourced from the best producers in the UK and across the globe.
We aim to inspire, delight, and make a difference to people's lives and to the planet through our shared passion for food.
We are proud to be a certified B-Corporation This accreditation is increasingly recognised as a label which highlights companies with exceptional environmental and social standards. Using a business as a force for good to benefit both people and planet. We are pleased to be a member of the Living Wage Foundation and since August 2019 all our business activities have been Carbon Neutral.
We are constantly seeking ways in which to minimise the impact of our supply chain on the planet and seek to encourage delivery consolidation as part of the process. We differ from other wholesalers by working in close partnership with our suppliers, many of whom we count as friends, not just suppliers This means that customers are 'close' to the people making the food and drink they are selling.
We have an experienced, diverse team that collectively, provide extensive market knowledge and offer retailers an appropriate delivery solution that benefits both their business, local community, and the planet.
Interested?
We offer a competitive salary and a company pension. A private health scheme after your 6 month probationary period and a company performance bonus scheme.
We are looking for a person who, like us, believes business should be a force for good and welcome applications from people from all backgrounds and with all levels of ability. Diversity and inclusion are at the heart of what we stand for. We want our people to grow and develop their confidence and responsibilities treating our customers with kindness and care; all within an atmosphere of fun and rewarding hard work.