Customer Service Team Coordinator

The Recipe

• To be the national customer point of contact within the customer service hub. 
• Responsible for responding to queries related to customer delivery or customer order that cannot be resolved via the EPOD system or the online portal.
• Owning these queries to a successful conclusion via interactions with site and centre teams

Key Accountabilities and Measures

• Provide a customer contact service for the customer retail shop managers to liaise on their delivery or order queries.
• Interrogate any issues related to delivery times and delivery service through internal interactions.
• System usage and internal engagement with stakeholder teams to resolve.
• Interrogate any issues related to order / invoice discrepancies and other order problems through internal interactions.
• System usage and internal engagement with stakeholder teams to resolve
• Internal engagement on root cause of any customer issues and potential corrective action if required to ensure future prevention.
• Log info and data to track customer service trends and future support / actions required.
• Proactive engagement with team members and prominent cross team stakeholder engagement to ensure queries are able to be resolved in a timely manner 

Essential Ingredients

• Engaging personality who shows an interest in resolving issues and providing the best customer service experience.
• Works with others to resolve an issue and completes work in a timely manner.
• Understand own responsibilities to work safely and identifies H&S risks and reports them appropriately.
• Understands system use in own area and can use a range of functions as well as the ability to carry out straight forward tasks using the software.
• Demonstrates a willingness to learn and expand IT skills when required.
• Understands own responsibility to treat others fairly and equally.

SKILLS

• Articulate – expresses views clearly and concisely.
• Listens and responds to queries in a professional way
• Monitors the response of others and adapts own approach appropriately.
• Helps colleagues to develop – on an informal basis.
• Analyses and interprets information effectively, identifying and resolving discrepancies.
• Prioritises and manages own workload to ensure tasks are delivered as promised.

Extra Dough

At last and by no means yeast you will want to know what your breads worth.