Job Title: Customer Service Advisor
Location: Watford
Salary: Competitive
Job Type: Full Time (Part time Available)
To support and drive our growth we need strong Customer Service Advisors to join our existing Customer Service and Account Management team. These are exciting times at Vegetarian Express and there is the potential for the successful applicant to grow, develop and contribute.
Who are we?
Vegetarian Express specialise in delivering plant-based ingredients, ideas and inspiration to chefs across the UK for eating out of home. With the astronomical rise in popularity of plant-based, vegan, vegetarian and flexitarian diets, we are uniquely placed in Foodservice to meet with this demand, and as such are rapidly growing and expanding.
Nationally we supply more than 4,000 skilled chefs from customers such as Compass, Baxterstorey and CH&Co, as well as a ton of Independent operators and events such as The Chelsea Flower Show, Wimbledon and Wembley Stadium to name just a few.
What will you be doing?
- First point of contact for customers, responding to customer enquiries, processing orders and managing any complaints to resolution by contacting customers across multiple businesses using a variety of communication methods
- Understanding our full product range in order to support our customers buying journey
- Management of various mailboxes
- Ensuring attention to detail and accurate data entry at all times
- Updating and actioning any credits or refunds to our Customers
- Contributing to a continuous improvement culture, identifying opportunities and generating ideas to improve our customer service
- Gathering customer insight through the strong relationships you build to trigger potential opportunities to up-sell/cross-sell
- Showing a desire and commitment to develop your own skills and knowledge to perform at your best and deliver service excellence
- Mastering more specialist activities including support our E-Commerce and Web Portal platforms, running reports investigating age debt with Finance colleagues.
What do you need?
- Excellent communication skills, both written and verbal
- Strong organisational skills and to be a self-starter
- Excellent attention to detail and accuracy
- Good initiative and problem solving with the tenacity to keep going until matters are resolved
- Computer literacy with experience of learning new IT systems, applications and confidence using digital systems and processes
- Quick learner with the ability to retain knowledge and/or utilise available resources to self-serve finding answers
- Strong team player
Full product and system training will be provided.
What will differentiate you?
- Previous experience within office-based customer support
- Previous experience of working in a business to business customer service environment
- Exposure to Sage 200 system or other WMS.
What are our values?
- One Team: We’ll come together to get things done in the right way
- Respectful: We’ll treat everyone equally by always being honest and respectful
- Empowered: We know our opinions count and we can all challenge the norm and make a difference in what we do
- Believe in it: We love what we do and we embody the values of Vegetarian Express bringing it to life every day
- Honest & realistic: We’ll proactively communicate with each other and will be clear with what can be done and when
- Sharing knowledge: We’ll share our knowledge and experiences and actively look to learn from others
- Own it: We’ll take ownership and always do what we say we’re going to
In return what do we offer?
- Competitive basic salary
- Bonus scheme
- 25 days holiday PLUS public holidays
- Option to purchase additional annual leave (up to 3 days)
- Cash health plan (money back for dentist, opticians, physio etc.)
- Life assurance (4 x salary)
- On-going training & development
- Employee recognition & incentives
- Staff discount on ALL products
- Pension (3% employer and 5% employee)
- FREE breakfast provided through custom-made breakfast bar
- Easy access to public transport and FREE PARKING
- Product sampling and early insights to new products launched
- Customer site visits & events
- We promote good physical and mental health and can provide additional support to our employees via our Employee Assistance Programme all year round
What are our hours of work?
Core hours of work for our business are Monday to Friday 08:30-17:00 (40 hours) however we do have various working patterns around these core hours too. Below are the options for working patterns as follows;
- 8.30 – 17.00 (Monday to Friday)
- 9.00 – 17.30 (Monday to Friday)
- 10.30 – 19.00 (Monday to Friday)
- 11.00 – 16.00 (Sunday) plus option 1, 2 or 3 (Monday to Thursday)
Vegetarian Express is an Equal Opportunities employer and part-time working within the above working patterns is an option for this role.
