Reports to: Customer Engagement Supervisor Location: Southall Hours: Full Time Type: Permanent Additional: Commission Scheme Purpose of the Customer Engagement Agent: To own the Customer Journey for order placement & issue resolution for EDI, Portals, Bulk Uploads, Wholesale, Chilled, Coffee & Samples (i.e. all customers who cant place orders by phone or web). What is it like to be a Customer Engagement Agent: In this role you will process customer orders placed via EDI, Portals, Bulk Uploads & email. You will be responsible for contacting customers who order via these methods to inform them of any OOS, replacement SKUs or any other issues with their order(s).You will be required to access and manage shared email inboxes to support order placement & queries. At peak times you will be required to take inbound calls and action as appropriate. Key Relationships; Customers, Channel teams (field & accounts), Operations (Warehouse & Transport), Cash Office, Accounts Receivable (AR), CE Executive, Ecommerce Executive, Sales Data Admin and QC. Main Duties & Responsibilities of a Customer Engagement Agent include: Accurately place orders received via emails and EDI. Communicate Out of Stocks and alternative SKUs to each customer. Run checks regularly through the day to ensure all orders are processed within deadlines / cut off times. Liaise with supply chain on stock requirements for large volume orders. Liaise with transport & customers for large volume orders or those that are identified as requiring specific day / time booking. Contact customers for any issues on their order / delivery providing a solution. Escalate or make aware the DDF account manager of issues relating to their customers. Answer incoming customer calls at peak times. Participate in tactical outbound calls as briefed during quiet times. Develop your understanding of portals & the capabilities to identify opportunities for influencing sales orders. Candidate Profile for a Customer Engagement Agent: Organised & Planned Ability to hit the ground running Experience & knowledge of foodservice & retail Good communication skills Results orientated & target driven Determined & tenacious Great customer service Proactive & committed Benefits of a Customer Engagement Agent: Life Assurance Company Pension 50% Discount of Company Purchases Free Parking Eyecare Vouchers Referral Scheme Long Service Awards Employee Assistance Programme Commission Scheme