Internal Packaging Executive

Zeus Food is a leading company in the packaging industry committed to delivering innovative and sustainable packaging solutions to our valued customers. Our core values of honesty trust ambition courage respect and customer service helps Zeus build the foundation on which its growth and success continues. The Post holder will join our dynamic team at the UK Head Office where you will play a pivotal role in managing end user relationships distribution partners and utilising your specialist knowledge to support the businesses within the group. You will be a key player in our customer relations service excellence efforts along with category sales margin and new business growth.

As a Foodservice Packaging Executive at Zeus Food you will be a vital contributor within our dynamic team dedicated to supporting our Account Packaging Consultants and Foodservice Replenishment Buyer. Your role will be instrumental in driving service excellence sales growth and margin optimisation within your assigned customer ledger.

PRINCIPAL RESPONSIBILITIES

Customer Relations:

Act as the primary internal liaison between Zeus Food and our customers promptly and professionally handling orders enquiries and effective account management.

Nurture and maintain strong longterm relationships with your customers developing trust and loyalty.

Collaborate within your business POD to identify potential opportunities for range extension crossselling margin improvement and cross company/category services to existing customers promoting the power of the group.

Effective communication with forecasting within your business POD always ensuring we have 100 stock availability and visibility on inventory orders and deliveries.

Order Processing and Management:

Process customer orders accurately and efficiently ensuring up to date and meticulous recordkeeping in SAP and CRM system

Collaborate with various departments to ensure timely order fulfilment and delivery.

Monitor and track order statuses providing customers with updates as needed.

Product Knowledge:

Develop a comprehensive understanding of our categories products and group services to address customer enquiries and offer suitable solutions.

Assist customers in making the right choice in packaging solutions for their business based on their specific needs and requirements.

Develop a greater knowledge of product/category innovations sustainable solutions and sector headlines.

Problem Resolution:

Address customer issues with speed empathy and professionalism striving to find effective solutions in a timely manner.

Escalate complex or unresolved issues to the appropriate department or person and follow up to ensure resolution.

Communication and Documentation:

Maintain accurate and uptodate customer records including interactions feedback and preferences. Communicating any significant changes.

Communicate important updates promotions and product launches to customers through the most effective channel such as email phone or chat.

Positively contribute to all team meetings with current customer growth and product updates.

Attend and contribute all POD business surgeries.

Feeback and Improvement:

• Gather and share valuable feedback from customers regarding their experience with our products and services relaying this information to the management commercial and buying teams.
• Collaborate within your business POD and food service team to implement customerfocused and category improvements and initiatives.

Effective Account Management:

Incorporating a Customer Centric Approach the following principles into your account management approach will help ensure you build strong relationships with your clients and drive mutual growth.

Lapsed Account Recovery identify why the customer stopped trading and reactivate a strategy addressing the issues.

Managing Down Traders Initiate proactive communication to understand the reasons behind their decision to scale back. By identifying this you can offer alternatives costsaving options or additional value that align with their new requirements.

Gap Analysis This gap analysis is essential for staying ahead of changing customer needs. Identify the products to fill these gaps ensuring that your solutions align with their evolving requirements. Providing value where its needed most you strengthen the Zeus relationship and enhance the customers satisfaction.

Upselling and CrossSellingLook for continuous opportunities to provide additional value to your customers. This should involve offering products across our range or introducing other business within the group which align with the customers offering.

Retention Strategies Develop a comprehensive retention strategy that includes regular contact with your customer to maintain the relationship.

Data and Analytics Data and analytics are important to gain valuable insights into your customers behaviour. Information enables you to personalise your approach providing a solid foundation for effective account management.

Account Planning Develop accountspecific plans that outline targets strategies and timelines. Collaborate closely within your POD to ensure alignment and commitment to these plans. Regularly review and adjust these plans as needed to stay on track and adapt to changing circumstances.

SCOPE OF POSITION

The role does not have line management responsibility and will report to the Head of UK Food Service

The post holder will be expected to work 40 hours per week in the of his/her duties.

LOCATION

This position is office based aligned to our UK Head Office in Biggleswade.

It is the companys intention that this job description is seen as a guide to the major areas and duties for which the jobholder is accountable. However the business will change and the jobholders obligations are bound to vary and develop so the job description should be seen as a guide and not as a permanent definite and exhaustive statement.

PERSON SPECIFICATION

Key Skills

Proven experience in a customer service or customerfacing role preferably within the packaging industry or related field.

Excellent verbal and written communication skills with the ability to engage with customers courteously and professionally.

Keen attention to detail and adherence to procedures and deadlines.

Computer skills including Excel / Word / Outlook Intermediate level is a minimum.

Knowledge of SAP is an advantage.

Knowledge and Experience

Candidates need to have a minimum of 1 years customer service/office experience and be used to dealing with customers over the phone and by email.

Demonstrable excellent customer service attributes.

Flexibility in approach capable of prioritising numerous work streams.

Excellent planning organisation communication and administration skills.

Personal Attributes

Natural relationship builder with integrity reliability and maturity.

Critical thinking and problemsolving skills.

Quick learner.

Strong problemsolving abilities with the capacity to handle challenging situations diplomatically

Join our team at Zeus Food and become an integral part of our commitment to service excellence and customer satisfaction. If you possess the skills attributes and dedication to excel in this role we invite you to apply.

Required Experience:

Senior IC