Job Summary

Classic Fine Foods UK Ltd is a purveyor and distributor of fine food from around the world - we source the highest quality products we can find, from truffles to caviar, foie gras to chocolate, plus many more delicacies. Through close partnerships with our suppliers, we deliver the highest quality of fresh, frozen products to the finest restaurants, hotels and retailers in the UK.

Our customers are of the highest quality professional chefs and restaurateurs, and as a Classic Fine Foods Customer Service Officer you will be their daily support to ensure that they are delivered the highest quality produce, with wonderful service too. You will be approachable, helpful and knowledgeable about our products. A keen eye for details is important to deliver an organized, professional and outstanding service – always delivered with a smile and positivity.

Key Role Responsibilities

• Answering customer’s queries and placing orders in a professional and timely manner. This includes processing orders from emails, live chat and phone calls with excellent accuracy
• Strong admin and phone skills
• Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution
• Creating an engagement with our customers, forging positive relationships and having confidence representing the company
• Keeping records of customer interactions and filing documents including returns, collections and PODs
• Maintaining up to date product knowledge. Ability to advise alternative products, providing in-depth product information and upselling
• Managing the order processing system – up-to-date information changes, managing knowledge of SAP and act as a trainer for new users
• Strong knowledge of the various suppliers’ portals and maintenance of them
• Be the first point of contact for our visitors. This includes meet and greet visitors, customers and third parties, ensuring that they have the right information and attention during their visits
• Managing all day-to-day administrative tasks: collections notes, payment process and customers’ portals in order to allow all other departments to deliver our products in full and on-time
• Be the first point of contact for internal communication. Acting as a bridge between departments, allowing a smooth management of orders
• Support the Customer Service Manager and Team Leader and other Customer Service Officers, working as part of a team
• Implementing new procedures when needed and spot areas of improvements
• Always ready to go the extra mile for our customers