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Customer Service Advisor

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Date: 07-Mar-2019

Location: Mold, FLN, GB

Company: Tate & Lyle

Customer Service Agent



We are looking for a Customer Service Agent to promote a positive and professional brand image of Tate & Lyle through the provision of world class customer service and the accurate end-to-end management of all sales orders on time, in full and without error.  Build effective and respectful internal and external relationships with a view to playing an active role in team-working and shared focus on efficiency and effectiveness for the benefit of both the customer and the company.  To capture and report any customer-facing issue and resolve fully to the customer’s satisfaction. To take personal responsibility for achieving KPI targets and managing own performance.

Main Accountabilities:

    • Accurate input of direct customer orders (UK and Export) via Oracle (ERP system) initially, moving to SAP in due course – full training will be given – ensuring:
      • Same day acknowledgement of orders
      • Al orders are released to planning within 24 hours or escalated to line manager
      • Confirmation of orders within 48 hours
      • Right first time data entry of delivery address, packing & labelling instructions
      • Management of accurate despatch and delivery dates to ensure logistics can complete orders to customer satisfaction
    • Proactive management of nominated key accounts supporting capture of campaign related orders in good time and, working in conjunction with commercial colleagues, maximising sales opportunities through the provision of world class customer service
    • Complete ownership of customer orders and provision of excellent experience
    • Working with Logistics colleagues, relay information to customers relating to any issues with  delivery dates, updates or problems, to ensure an acceptable solution is reached
    • Answering incoming calls
    • Efficient resolution of customer email or telephone queries
    • Capturing and logging any customer-affecting issue / complaint within T&L quality system including customer returns
    • Management of Perfectly Executed Order (PXO) performance and reporting of on-time, in full deliveries, no errors,  no complaints
    • Maintain accurate records
    • Develop and maintain excellent relationships with customers and colleagues across T&L
    • Comply with all legal and company Health and Safety requirements
    • Carry out responsibilities / duties so as to ensure food safety, legality and quality
    • Any other tasks required to provide world class customer service to our customers
    • Willing to travel occasionally for training, meetings and customer visits


The desirable candidate will demonstrate the following competencies:

  • Professional customer service expertise
  • Self-motivated , pro-active team player
  • Ability to multi-task and work accurately under pressure
  • Excellent communication skills
  • Good verbal and written communication skills including email
  • Excellent telephone manner
  • Good knowledge of MS Office
  • Knowledge of Oracle / SAP an advantage but not essential – full training will be given
  • Problem solving skills
  • Decision making skills
  • Results orientated and target focused
  • Willingness to work with others in a flexible and positive manner