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Customer Service
2 months ago
Job Description:
Customer Service & Operations Asst. Manager ( Central Kitchen Bakery )
2 years of experience
Preferably with Bsc degree
Role Overview:
As a Customer Service Representative at our Central Kitchen Bakery, you will be the primary point of contact for our customers, providing exceptional service and ensuring their satisfaction with our products and services. You will handle inquiries, process orders, and resolve issues promptly and professionally, contributing to a positive customer experience and fostering customer loyalty.
You are also responsible for overseeing all aspects of production, quality control, inventory management, and facility operations. You will lead a team of production staff, ensuring efficient and effective operations to meet production targets, maintain product quality, and optimize resource utilization.
Key Responsibilities:
Customer Interaction: Interact with customers in person, over the phone, whatsapp, insta or via email to address inquiries, take orders, and provide information about our bakery products and services.
Sales Lead Generation:
Identify and generate sales leads from instagram and potential customer database.
Order Processing: Accurately process customer orders, ensuring they are entered into the system correctly and promptly communicated to the production team for fulfillment.
Issue Resolution: Resolve customer complaints, concerns, or issues in a timely and effective manner, demonstrating empathy, patience, and professionalism in all interactions.
Feedback on products: Collect feedback on products/ bakery via google reviews and apps on the website to build credibility. Manage reviews on Shopify.
Relationship Building: Build sustainable relationships and trust with customer accounts through open and interactive communication.
Manage Corporate Key Accounts: Manage corporate orders as per requirements, create invoices, and follow up on payments.
Customized Orders Ideation: Brainstorm and create customized orders of cakes/gift boxes as per customer requirements. Help in designing any collaterals required on canva.
Product Knowledge: Maintain a thorough understanding of our bakery products, ingredients, pricing, and promotions to provide accurate information and recommendations to customers.
Upselling and Cross-selling: Identify opportunities to upsell or cross-sell additional products or services to customers based on their needs and preferences, maximizing sales and revenue.
Quality Assurance: Monitor product quality and freshness, addressing any concerns or issues raised by customers and escalating them to the appropriate department for resolution.
Documentation: Maintain accurate records of customer interactions, orders, and complaints, documenting relevant information in the customer database or CRM system.
Production Management: Plan, organize, and oversee daily production activities, including ingredient preparation, baking, and packaging, to meet production schedules and customer orders.
Quality Control: Implement and enforce quality control standards and procedures to ensure consistent product quality, adherence to food safety regulations, and customer satisfaction.
Inventory Management: Monitor inventory levels of raw materials, ingredients, and finished products, and coordinate with supply team to ensure adequate stock levels and timely replenishment.
Resource Allocation: Allocate resources, including manpower, equipment, and materials, efficiently to optimize production output while minimizing waste and downtime.
Staff Supervision and communication: Communicate effectively with internal teams, including production, delivery, and management, to ensure seamless coordination and execution of customer orders and requests. Supervise and train staff, providing guidance, support, and feedback to ensure adherence to operational procedures, safety protocols, and quality standards
Maintenance and Sanitation: Oversee facility maintenance and sanitation procedures to ensure cleanliness, hygiene, and compliance with food safety regulations and industry standards.
Performance Monitoring: Monitor key performance indicators (KPIs) such as production efficiency, yield, and quality metrics, and implement measures to improve operational performance and productivity.
Continuous Improvement: Identify opportunities for process improvements, cost savings, and efficiency enhancements, and implement initiatives to optimize operations and drive business growth.
Qualifications:
Previous experience in customer service or retail, preferably in a bakery or food service environment.
Excellent communication and interpersonal skills, with the ability to engage with customers in a friendly and professional manner.
Strong problem-solving abilities, with the capacity to resolve customer issues and complaints effectively.
Detail-oriented and organized, with the ability to multitask and prioritize tasks in a fast-paced environment.
Proficiency in computer applications such as MS Office and experience with point-of-sale (POS) systems or customer relationship management (CRM) software is a plus.
Flexibility to work evenings, weekends, and holidays as needed.
Preferably with Bsc degree
