UCC Coffee UK Ltd • Dartford, Kent
About this role
12 Month Fixed Term contract, based at our Dartford Roastery 5 days a week (potential for hybrid working after probation).
Responsible for delivering friendly and professional customer service driving coffee and side product sales through effective account management of new and existing SME customers to ensure personal sales and customer satisfaction targets are consistently met.
The Role
Responsible for handling a high number of incoming calls from new and existing trade coffee and side product customers answering a variety of coffee and side product sales inquiries.
Create and develop great customer service through proactive knowledge of products or services by providing accurate information and support to delight and maintain customer satisfaction.
Demonstrate a high degree of product knowledge creating and maximising cross-sell and up-sell product sales opportunities’ to achieve monthly targets.
Make outbound customer calls to promote and sell side products, recording up to date outbound call history and customers response in detail.
Create, maintain and update database of customers with complete information and emails, ensuring customer follow-up at all times are professional and on time.
Follow agreed Company customer procedures and guidelines, to resolve potential complaints, suggesting solutions and driving positive business and customer outcomes.
Refer customers’ needs or inquiries to appropriate departments across UCC to resolve their enquiry quickly and efficiently. Assist and support sales, production and supply chain in handling adhoc customer needs and requests professionally and timely.
Ensure all requests are completed within standard SLA
Ensure all KPI’s are logged to ensure UCC, and the team are sustainable.
The Person
Great customer service and solid telephone sales experience Ambitious, achievement orientated and ability to use own initiative
Able to persuade, influence and negotiate professionally and effectively
Able to deal with technical product information and prioritise workload
Excellent communication skills – verbal and written
Advanced user of Microsoft office and business systems
Enjoys being part of a small and proactive team