Customer Engagement Representative Monday - Friday with Alternative Sundays. 8am-5pm Salary - £27,000 Overall Purpose of the Role; To own the Customer Journey for a defined geographical area working across business channels to ensure best possible experience for our customers. What is it like to do this role; Varied! This role will provide the opportunity to work with a large variety of customers and across all customer facing departments, ensuring that the client are meeting & exceeding customer expectations providing a seamless experience and easy to do business with approach. Main Duties & Responsibilities include. * Own your defined geographical areas. * Call customers as per daily call plan – adjust as per individual customer call requirements with minimum frequency set at once per month for all nominated accounts. Outbound Calls. * Take inbound calls and action as required. * Work with all customers including those who place via EDI / Portal / Wholesale / Upload or Webshop to support them on the customer journey. * Check customer details are logged in CE correctly; contact number, contact name, email address, address, postcode, times open for deliveries * Action order amends and add-ons for your customers (phone & web orders). * Monitor customers for their Return on Investment (ROI) where they have equipment Free on Loan (FOL). * Gain new listings to support ROI achievement. * Work with sales team to generate leads for your territory – load leads in CE, allocate to correct salesperson & follow up with internal & external customer. * Work through lapsed account list to reactivate customers working with your field-based colleagues and adding to your call plan. * Complete pricing calculators for IFS / Retail accounts following current approval process aligning with your field-based colleagues. * Liaise with Channel Managers for any opportunities in National / Regional Accounts especially non trading or poorly trading sold to accounts. * Ensure your territory customers are aware of promotions, NPD, Catalogue, allergen changes etc as relevant. * Support clearance drives. * Work with Ecommerce & CE Executives to support registering customers for webshop. * Support your existing webshop customers with password resets as & when required. * Support your existing webshop customers by briefing them on new features of the site when released. * Explore any issues customers maybe experiencing with the business and drive / support resolution through case management. * Work with sales team, AR & SDA to ensure no outstanding debt and accounts are closed in F&O / CE for accounts that no longer wish to trade with the company / have ceased to trade. * Raise issues in case management allocating to relevant individual / department for follow up, including 1st line QC queries. * Escalate or make aware the allocated account manager for customer issues if support required