Overview
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.
Responsibilities
* 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
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