Customer Services Representative Apply

The purpose of the role is to deliver great customer service to prestigious catering, restaurant and hotel groups across the world and ultimately encourage them to keep coming back to us. 

Role Responsibilities

  • Order entry for UK and International customers according to terms
  • Check product availability, offer alternatives if products not available
  • Agree partial shipment if necessary
  • Refer to or obtain freight quotes (depending on terms)
  • Encourage full pack ordering,
  • Ensure delivery requirements are captured and communicated e.g. tail lift, vehicle restrictions, restricted delivery hours, pre notification
  • Keep customers updated on order status and product availability dates
  • Answer all queries politely, clearly, and in a timely manner
  • Review unpaid orders and remind customers/encourage payment
  • Pick, pack & send out samples from the office when required
  • Advise customers on EXW terms that orders are ready and coordinate warehouse collections
  • Log all issues, investigate and follow up with customers to ensure timely resolution
  • Recognise important orders (new openings, important customers, new business opportunities) and manage accordingly


  • 2-5 years in B2B Customer Care role in a product based company (international and similar sector an advantage)
  • An understanding of the supply chain (international supply chain an advantage)
  • Computer skills including ERP, Excel, Outlook

Personal Qualities

  • Passion for service
  • Honest, reliable, with pride in their work
  • Positive and proactive attitude
  • Very organised with excellent attention to detail
  • Robust and able to handle pressure
  • Excellent verbal and written communication skills (languages of interest but not essential)
  • Team player. Willing to help others / pitch in to balance workloads

Role KPIs

  • OTIF (orders despatched On Time In Full) against customer expectations
  • Quality and speed of response to enquiries/queries
  • Customer feedback