Customer Experience Executive

Middleby UK - Customer Experience Executive 12 Month Fixed Term Contract

Middleby UK, based in Wigan, is the UK subsidiary of the US-based Middleby Corporation, a global leader in commercial and residential kitchen equipment. We import and supply innovative, energy-efficient equipment manufactured by Middleby brands worldwide, serving restaurants, hotels, cafes, and national chains across the UK. Our cutting-edge products are showcased at the Middleby Innovation Kitchen, where chefs and industry professionals experience live demos and explore the latest culinary technology.

We are looking to recruit a Customer Experience Executive to join our fast-paced team. The main focus of the role is to respond to incoming customer enquiries in a timely fashion, deal with a wide range of sales-related queries, process sales orders quickly and efficiently, and ensure our customers receive industry-leading customer service.

• Provide first contact for incoming enquiries, always ensuring the highest standards of customer service are provided. This will involve :
  Answering large volumes of incoming customer enquiries and queries, providing information and advice of a high standard of customer service.
  
  Dealing with queries and problems from dealers, end users and the public and ensuring resolution in a timely and professional manner.
  
  Monitor live chat function on the website.
  
  Working to agreed KPI’s and targets to deliver quick, efficient and knowledgeable customer service
  
  Ensuring the customer experience is at the forefront of everything
• Process orders with a high degree of accuracy using the required system.
• Establish and maintain effective working relationships with customers, dealers, co-workers, and other internal and external stakeholders.
• Undertake a regular program of product training to ensure own knowledge and skills for the effective performance of the role.
• Support the development and maintenance of up-to-date information and documentation for the sales team.
• Ensure that the Customer Service Supervisor is informed promptly of any issues or problems in order to enable these to be minimised.
• To be the first point of contact for a member of the Business Development and / or National Accounts team.
• Supporting the daily and weekly production of reports and statistics as required.
• Planning and executing plans to target the nil and low spend accounts.
• Research and support Business Development Managers to target new business.
• Support the improvement of the sales desk processes, supporting and suggesting new and agreed systems, procedures and documentation.
• Ensuring that company policies and procedures are always followed.

• Prior experience of working in a busy customer service or sales environment, ideally in a business-to-business / distribution network environment.
• Experience in the commercial catering market or the wider hospitality industry. (Desirable)
• Able to demonstrate enthusiasm for and understanding of a busy sales environment.
• Excellent customer service skills, with a genuine interest in helping customers.
• Excellent telephone manner and the ability to build a good rapport with a wide range of customers.
• Ability to understand and retain basic product information.
• Sound knowledge of Microsoft software, particularly Word and Excel.
• High-level organisational and time management skills and the ability to pragmatically assess and manage priorities.

Working hours are Monday to Thursday, 9 : 00am to 5 : 00pm and Friday, 9 : 00am to 4 : 30pm.