Customer Service Representative

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Introduction:
About the Company
At Hutchinsons we are passionate about bringing New Zealanders a World of Food. Established in 1914, we have a long track record in sourcing international and local food brands for New Zealanders to enjoy with friends and family. We provide the opportunity to support our brand partners and customers’ business growth in the dynamic, fast moving consumer goods market. We have experience, local knowledge and an exceptional business model – from purchasing, logistics, warehousing, ordering, account management, field sales and merchandising support and marketing. The team at Hutchinsons is highly professional, reliable and responsive, with a never give up attitude.

Description:
Why Join us?

• Innovative Culture: Be part of a forward-thinking company that values creativity and initiative.
• Career Growth: Opportunities for professional development as well as working across a large number of diverse categories.
• Collaborative Environment: Work in a supportive and dynamic team where your contributions are valued and you have the ability to drive real change.
• Competitive Benefits: Enjoy a comprehensive benefits package, varied employee benefits program including generous staff discounts on eligible products.

Skills and Experiences:
About the Role
We have an excellent opportunity for a Customer Service Representative to join a close-knit team provide outstanding services to our customers.
Reporting to the Customer Service Manager, you will be responsible for processing all sales orders, maintaining integrity of order records and overall joint management of customer services functions.

Responsibilities will include:

• Process sales orders and handle queries from Sales Representatives, Sales Merchandisers and direct from stores.
• Source Proof of Delivery (POD) documentation from 3PL carriers for claims from customers.
• Provide exceptional customer service and follow up to clients.
• Cancel outstanding orders and actively check committed stock levels
• Provide backup for processing credits
• Provide feedback on the efficiency of the customer service order process.
• Acknowledge and communicate every customer complaint within 24 hours of receipt and log into databases
• Report on daily orders to Supply Chain Solutions and Bigchill Freight Distribution.
• Prepare and present monthly complaint reports including status updates and outcomes
• Receive, check and file required forms such as product dating and weight checks

Skills and Experience

• Relevant experience in customer service with data entry preferably FMCG.
• High level of competency across Microsoft applications (Excel, Word, PowerPoint).
• Customer-focused - tenacious about understanding consumer behaviour and passionate about delighting our customers.
• You can influence effectively across cross-functional teams and work collaboratively to deliver results and “win together”.
• Outstanding written and verbal communication skills, including the ability to influence and negotiate with a diversity of internal and external stakeholders at all levels
• Developed planning and organisational skills, with the ability to prioritise
• Demonstrated experience supporting continuous improvement initiatives in a complex operating environment.
• Ability to adapt positively to changing conditions or unexpected obstacles.
• Proven ability to work as an effective member of a diverse team, as well as the ability to exercise independence, sound judgement and initiative by applying critical thinking skills in overcoming obstacles within tight timeframes.