Customer Service Officer

Company Description

Classic Fine Foods UK Ltd | B Corp™ is a premium food service specialist that has been serving chefs and culinary professionals across the UK for 20 years. Part of the Classic Fine Foods Group, a subsidiary of Metro Group, the company operates internationally with 25 local offices and a team of 1,150 employees. Based in London with branches in Birmingham, Bristol, and Exeter, Classic Fine Foods UK supplies over 8,800 products and supports more than 8,800 customers across England, Scotland, and Wales.

Through close partnerships with over 170 brands and suppliers, the business provides high-quality ingredients, personalised service, and expert support to fine dining restaurants, hotels, gourmet outlets, and prestigious retailers. As a Certified B Corp™, Classic Fine Foods UK is committed to sustainability, traceability, and creating positive impact for its community and the environment.

Job Purpose

Our customers are of the highest quality professional chefs and restaurateurs, and as a Classic Fine Foods Customer Service Officer you will be their daily support to ensure that they are delivered the highest quality produce, with wonderful service too.You will be approachable, helpful and knowledgeable about our products. A keen eye for details is important to deliver an organized, professional and outstanding service – always delivered with a smile and positivity.

Key Role Responsibilities

• Answering customer’s queries and placing orders in a professional and timely manner. This includes processing orders from emails, live chat and phone calls with excellent accuracy
• Strong admin and phone skills
• Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution
• Creating an engagement with our customers, forging positive relationships and having confidence representing the company
• Keeping records of customer interactions and filing documents including returns, collections and PODs
• Maintaining up to date product knowledge. Ability to advise alternative products, providing in-depth product information and upselling
• Managing the order processing system – up-to-date information changes, managing knowledge of SAP and act as a trainer for new users
• Strong knowledge of the various suppliers’ portals and maintenance of them
• Be the first point of contact for our visitors. This includes meet and greet visitors, customers and third parties, ensuring that they have the right information and attention during their visits
• Managing all day-to-day administrative tasks: collections notes, payment process and customers’ portals in order to allow all other departments to deliver our products in full and on-time
• Be the first point of contact for internal communication.Acting as a bridge between departments, allowing a smooth management of orders
• Support the Customer Service Manager and Team Leader and other Customer Service Officers, working as part of a team
• Implementing new procedures when needed and spot areas of improvements
• Always ready to go the extra mile for our customers

The duties and responsibility highlighted in this Job Description are indicative and may vary over time. Post holders are expected to undertake other reasonable duties and responsibilities relevant to the nature, level and scope of the post.

Health & Safety - Commitment to Safety

• Report all accidents incidents and near misses to your line manager in a timely manner.
• Cooperate with all instructions provided by the company in relation to all matters relating to Health and Safety.
• Do not place yourself or others at risk of an accident or Ill health.
• Always report any concerns regarding health and safety matters to your line manager immediately

CFF Behaviours

Behaviours are expected from each CFF employee.

• Team spirit : is acting in consideration with needs and interests of the group instead of his/her individual interests, contributing actively to a join result or solution to a problem, is always willing to lend a hand.
• Comply to rules : comply with the rules set up by the company and by the work environment. Is reliable, able to be trusted to do right things, deserves imitation.
• Proactive : is able to come up with new ideas, original solutions for the business. Always look to improvement. Self-starting rather than waiting passively to see what happens.

Location

Park Royal.

Must have

Right to work in the UK

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