Customer Service Advisor

Do you love building great relationships with customers and getting every order right first time? Are you organised, accurate and happiest when you're keeping lots of plates spinning?

Would you like to make a positive impact in a company making delicious food?

We are seeking a Customer Service Advisor to join our team at The Original Baker in Malton, North Yorkshire. As the first point of contact for our retail and wholesale customers, you will play a key role in making sure orders are fulfilled accurately and on time, responding to enquiries and taking every opportunity to upsell and grow our range with each customer.

This position reports into the Customer Service Manager and works closely with colleagues in Production and Distribution, as well as supporting the wider commercial team to deliver excellent customer care and secure sales growth.

This role will suit an organised, customer-focused individual with a ‘can do' approach who enjoys working as part of a team.

About Us

The Original Baker produces a range of premium sweet and savoury baked goods from our modern factory in Malton, North Yorkshire, made in a traditional, time-honoured way. We supply retail and wholesale customers nationally and have over 100 colleagues who are passionate about service and quality. This is an exciting time to join as The Original Baker is part of the Olidor Group, with ambitious growth and investment plans for the future.

What You'll Do

• Process customer orders accurately and in line with agreed timescales.
• Track the progress of orders and book couriers where needed, liaising with the picking team to ensure orders are dispatched on time.
• Respond to customer enquiries promptly, communicating in a courteous and professional way and building strong working relationships.
• Use your product knowledge, including new product launches, to help and support customers.
• Take every opportunity to upsell, promote and grow our product range with each customer, passing on any new leads to the commercial team.
• Set up new customer accounts and keep our Cybake system up to date and accurate.
• Generate invoices and investigate and process credit requests.
• Support complaint resolution, including traceability, working with our Technical team.
• Work closely with Production and Distribution to ensure the best possible availability and service levels for all customers.
• Keep a strong awareness of weekly sales, sharing feedback and any recurring concerns with the Sales team.
• Support Regional Account Managers with sample requests and help produce sample packs for new product launches.
• Role model and champion the Company values and behaviours.
• Undertake all appropriate training and skills development as necessary to be successful in your role.

What You'll Bring

• A minimum of 2 years' customer service or administrative experience.
• Experience in food manufacturing or FMCG is advantageous but not essential.
• A strong customer focus and the ability to build effective working relationships at all levels.
• Clear verbal and written communication skills.
• Numerate and accurate, with an eye for detail.
• Highly organised, with the ability to manage multiple tasks and priorities.
• The ability to remain calm and logical in a fast-paced environment.
• IT literate, including Outlook, Excel and Word.
• A growth mindset, with a continuous improvement approach.
• Open and honest with high standards of personal integrity.

Why You'll Love Working Here

• 25 days annual leave plus 8 days Bank & Public Holidays
• Wellbeing programme with Employee Assistance Programme
• Employee Referral Scheme - £250 bonus for recommending a friend
• Employee Recognition Programmes including the OGG Awards for Olidor Group Greatness
• Enhanced Maternity, Paternity and Adoption pay
• Workplace pension scheme
• Training and career development opportunities
• Access to a range of discounts from retailers and restaurants
• Colleague discount and regular team perks and treats
• Free onsite parking
• Casual dress

How We Work Together

· Monday to Friday, 37.5 hours per week

· On-site working due to the nature of our food manufacturing business

· Location: Malton, North Yorkshire

Salary: £27,810.00

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