Customer Service Executive

About us:
At Matthew Algie, you’ll work with some of the most talented individuals in the coffee industry. You’ll work for an organisation that leads the way in the name of sustainability, gives back to the community and invests in its people. Ethics, passion, integrity and collaboration are at the core of everything we do, from new product innovation for our customers, to projects with our coffee farmers.

We believe our continued success is due to great people.
Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!

Position: Customer Service Executive
Location: Glasgow, Head Office
Job Type: Full time, Permanent
Days: Monday to Friday, 39.5 hours per week
Salary: £ 27,626.30 plus target related commission (up to £400 per month)
Benefits: 28 days annual leave increasing with length of service, plus 4 public holidays,private medical cover, life insurance, private pension, staff discounts andmore!

A n exciting opportunity has arisen within Matthew Algie to apply for the position of Customer Service Executive on a full-time, permanent basis.

Job Purpose:
The Customer Service Executive is the main point of contact for all Matthew Algie and Espresso Warehouse customers. The Customer Service Executive handles all incoming queries, orders, complaints, and requests, responding in a polite, friendly, confident, and helpful manner to meet customers' needs, either directly or by referring them to the relevant internal department. The role holder's aim is to achieve optimum levels of customer service and build lasting customer relationships.

Key Responsibilities:

• Answer inbound calls within the target set out by the business. Answer all calls in a friendly, confident and professional manner. It is the role holder’s responsibility to familiarise themself with The Call Handling Procedure and adhered to it at all times
• Process all incoming product and applicable machine orders which will be received via telephone or electronically. All orders to be processed accurately and punctually; correct product and quantities to be allocated to the correct account within required timeframe. An attempt should be made to add value to orders whenever possible including informing the customer of the benefits of taking extra product to activate the relevant discount(s) available and adding to the customers current product range.
  
  It is important for the role holder to keep themself up-to-date with our products, services and offers.
• Handle all incoming service issues received via telephone and electronically. The role holder is responsible for liaison with logistics, carriers and/or colleagues in other departments to investigate and resolve issues relating to delivery issues; e.g. incorrect goods delivered, delivery enquiries, quality issues etc. Keep customers informed and updated until issue is resolved. Resolution should be made in a timely and accurate manner ensuring friendly and professional handling at all times throughout the process.
• The role holder will sometimes be called upon to train others in the role of the Customer Service Executive within the Contact Centre by using the department’s competency plan as a guide. Products, machines, procedures, systems and services should all be communicated within the training period. Regular feedback sessions to be carried out between Contact Centre Manager and trainer when an update will be given on the trainee’s progress
• Work as part of a team to ensure all shifts are sufficiently covered, e.g. prompt arrival for allotted shift start time, taking correct lunch and breaks to ensure that Matthew Algie is providing a high standard of customer service. A level of flexibility is required to provide cover for other team members absence,…