Customer Engagement Representative

Job Description

Customer Engagement Representative
Monday - Friday with Alternative Sundays.
8am-5pm
Salary - £25,300

Overall Purpose of the Role: To own the Customer Journey for a defined geographical area working across Delice de France business channels to ensure the 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 Delice de France is meeting & exceeding customer expectations, providing a seamless experience and easy to do business with approach.

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 include:

1. Own your defined geographical areas.
2. 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.
3. Take inbound calls and action as required.
4. Work with all customers including those who place via EDI / Portal / Wholesale / Upload or Webshop to support them on the customer journey.
5. Check customer details are logged in CE correctly; contact number, contact name, email address, address, postcode, times open for deliveries.
6. Action order amends and add-ons for your customers (phone & web orders).
7. Monitor customers for their Return on Investment (ROI) where they have equipment Free on Loan (FOL).
8. Gain new listings to support ROI achievement.
9. Work with the sales team to generate leads for your territory – load leads in CE, allocate to correct salesperson & follow up with internal & external customers.
10. Work through lapsed account list to reactivate customers working with your field-based colleagues and adding to your call plan.
11. Complete pricing calculators for IFS / Retail accounts following current approval process aligning with your field-based colleagues.
12. Liaise with Channel Managers for any opportunities in / Regional Accounts especially non-trading or poorly trading sold to accounts.
13. Ensure your territory customers are aware of promotions, NPD, Catalogue, allergen changes etc as relevant.
14. Support clearance drives.
15. Work with Ecommerce & CE Executives to support registering customers for webshop.
16. Support your existing webshop customers with password resets as & when required.
17. Support your existing webshop customers by briefing them on new features of the site when released.
18. Explore any issues customers may be experiencing with Delice de France and drive/support resolution through case management.
19. 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 Delice de France / have ceased to trade.
20. Raise issues in case management allocating to relevant individual/department for follow up, including 1st line QC queries.
21. Escalate or make aware the allocated DDF account manager for customer issues if support is required.