Customer Service Manager

Collectiv Food is recruiting for a Customer Services Manager who can

  • Be the customers champion by quickly, calmly and confidently addressing customers issues with service, delivery or condition of products

  • Through insight and planning, address customer issues proactively, presenting solution options rather than problems

  • Support the sales and account development team through providing insight into Collectivfood customers’ needs

  • Enable the continuous improvement of the Collectiv Food operation through customer experience insight

Manager: Works for the VP Sales

Colleagues and key relationships: Operations Director, Sales Director, Account Manager, Operations Manager, Sales Manager 

Responsibilities

  1. Responding to and resolving customer queries relating to orders and invoices

  2. Implementing effective processes (for Customer Service Representatives (CSRs)) to interact with customers via telephone, email, live chat or instant msg

  3. Logging and categorising all customer interaction, recording of customer data for analysis and reporting (CS, Ops, Sales) 

  4. Creating reports for business leadership on the customer experience (including root cause analysis with Ops) and business development opportunities 

  5. Providing training on handling of sensitive customer service issues

  6. Monitoring and reviewing processes for ways to make procedures more time and cost-effective

Skills and qualities

  1. Good Communication Skills - patient, professional, empathetic listener 

  2. Product catalogue and supplier knowledge - understanding of customer product profile

  3. Task focused - sense of urgency, critical thinker, problem solver, analytical

  4. Customer experience focused - accurate record keeper, completer finisher

About us

Our mission is to make the B2B food supply chain more transparent, direct and traceable by connecting businesses such as restaurants and food manufacturers directly with farms and processors.

We are relying extensively on technology to enhance direct interactions and transactions between both sides of our platform, to bring radical innovation in distribution and logistics and to offer additional services such as financing and insurance.

We are backed by some of the best VCs, now work with more than 800 farms in the UK and Europe and we deliver tonnes of fresh products every week to a growing base of customers. We are mission-driven, willing to have a strong impact, and growing fast.

Collectiv Food is an equal opportunity employer. We are a diverse bunch of people who are committed to maintaining a welcoming culture of inclusion and equality. We encourage applications from anyone that meets the requirements for the role. We look forward to hearing from you.

Apply to careers@collectivfood.com