Customer Service Representative

Canterbury - Timaru

Key Responsibilities

Providing a friendly, helpful, efficient and personalised service to customers that maximises sales opportunities for the business

  • Orders are correctly entered and dispatched so that accurate invoices are generated
  • Positive feedback and repeat business from customers
  • Visitors are greeted and orders processed as per procedures
  • Any visitors passing beyond the office sign in as per H&S procedures
  • Completes a fair share of workload including order processing via emails, fax orders, phone pick up, My Bidfood processing, out of stock processing, greeting of walk in customers
  • Any complaints are resolved to the customer’s satisfaction or referred to more senior staff for assistance
  • Customers are made aware of specials that may suit their particular requirements
  • Customers are made aware of unavailable stock and alternative products are offered
  • My Bidfood is checked regularly and any on hold orders are cleared
  • My Bidfood registrations are processed and every opportunity is used to increase customer uptake of My Bidfood
  • Buy in or back order requests are placed on the back order spreadsheet as per the procedure
  • Manuals and credits are accurately processed and errors are identified
  • As delegated out bound calls are made to customers to request their orders
  • Customer feedback is passed onto other areas and managers
  • Manager feedback is positive regarding accuracy of work and equal contribution to processing the workload
  • Any queries or concerns are noted for the next shift CSR
  • Proactively looks for work and new learning opportunities

Develop and maintain up to date product knowledge

  • Through observation, questioning the team, attending Bidfood internal training courses and checking new products on My Bidfood, product knowledge is current and all client enquires and requests are effectively responded to
  • Awareness of key suppliers and demonstrating understanding of their importance to the organisation
  • Resources such as cuisine magazine, reading food related blogs are used to further enhance product and industry knowledge

Complies with Health & Safety, Food Handling and other relevant legislation

  • Ensure understanding and compliance with the safe use of plant and equipment and adhere to all company policies and procedures including use of vehicles
  • Any health, safety, security hazards and accidents reported through the appropriate reporting and action methods
  • Being fully conversant and compliant with company and department H&S procedures, HACCP, policies and directives
  • Any security issues or customer / staff privacy concerns are reported to manager

Essential Skills

  • Equivalent of NCEA Level 1 English and Maths and / or computing qualification
  • Previous customer service or office experience
  • Consistently portrays a positive impression and achieves desired outcomes by communicating effectively orally with a wide range of people despite language and other difficulties
  • Displays a high level of self motivation, goal orientation, energy levels and desire to receive excellent customer feedback
  • Displays creativity in display of produce
  • Displays flexibility to meet the needs of the business
  • Prioritises tasks to meet deadlines to agreed standards whilst being flexible and adapting to changing demands
  • Autonomously identifies needs and proactively works towards an effective solution gaining cooperation from others as required
  • Remains calm, productive and focused in pressured situations achieving desired outcomes and maintaining positive relationships
  • Displays a high level of integrity, honesty and reliability resulting in effective internal and external relationships
  • Applies effective systems and checklists to ensure details are not overlooked
  • Displays a passion for learning and improving product knowledge and sales ability
  • Accurate Data Entry ability

Desirable Skills

  • Current Driver's License
  • Food product knowledge
  • Basic knowledge of Word, Excel, and database

Hours: Monday-Friday, 45 hours per week, Start time to be confirmed and rostered on Saturdays