Customer Services Executive (Consumer Carelines)

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  • Published:

    almost 4 years ago

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This role is accountable for maximising the customer centric experience in Ireland through the
growth of core functional skills and the development of winning mindset capability.  It is imperative
that the role holder has an in-depth appreciation of the trading environment across Ireland.

A Subject matter expert in Customer Services Executives, able to delight Customers and Consumers,
constantly able to grow and develop in order to deliver a customer centric approach to all aspects of
their work.
Brilliant Execution – Holding yourself and other team members to account to execute exceptional
customer service
Demonstrates an open mindset – Adaptable with a clear focus on service improvement
opportunities, brings ideas to life.

Understand the CARM framework, ensure processes and behaviours are adhered to, resolve and
report on control weaknesses when they arise
Own and resolve front line customer or consumer queries delivered through email, phone or online
chat, this may include processing orders and handling escalations to ensure Customer satisfaction.
The queries may arise in a number of departments hence the extensive knowledge of Customer
Service, Credit and Supply chain is required to provide service.
Other key deliverables as required by the business within Customer service.
Qualifications and Experience Required


5 GCSE grade A-C including Maths and English minimum
At least 12 months in a Customer Service role in a similar FMCG organisation, business services or contact centre environment.
Excellent communication skills
In consumer carelines, knowledge of drinks industry products and corporate relations would be advantageous
In the Wholesale department, ability to multitask and work with an agile mindset is required. Knowledge of products and stock/sku management is very useful
Strong systems capability, preferably SAP and Salesforce/or CRM tool
Microsoft Office experience would be advantageous
Ability to influence stakeholders cross functionally in a customer and commercial facing role would be desirable