Customer Engagement Representative

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 are meeting and 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
• QC

Main Duties & Responsibilities include:

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