Job Description

About Us

We're a major food and drinks manufacturer based in Haydock. With a portfolio of popular brands like Horlicks, Drink me Chai, Shmoo, Juice Break, and Isovibe, we're known for our "big enough to do things well, small enough to do them quickly" philosophy.

Our mission is to be world renowned as a market-leading, multi-channel Manufacturer and Distributor of Food and Beverage brands, and we're passionate about enriching the lives of our consumers through the provision of quality brands.

It doesn't stop there though, we firmly believe that our people are at the heart of everything that we do, and we live by our values: Creative and Adaptable, Respect and Integrity, Do the Right Thing, and Excellence, we support professional growth, encourage innovation and are dedicated to having a positive impact.

Achieving our goals motivates us to work hard - and we do - but you'll experience lots of moments of connectivity and fun woven throughout your time with us at Aimia, too. We offer a unique range of benefits including holiday homes in the Lakes, Devon, Wales and Spain!

Main Job Purpose

The role of Consumer Care Coordinator is key to the success of our brands and dealing swiftly with our Consumer/customer enquiries. Providing outstanding customer service is critical to this role. As the voice of Aimia Foods and our various brands, you will be responsible for providing reliable and professional assistance to the consumers shopping through our various channels.

The main objective is to manage all consumer enquiries within an agreed timeframe while maintaining high levels of customer satisfaction. This helps foster strong relationships with our trade customers and encourages repeat purchases.

Key Tasks and Responsibilities

To handle the management of consumer enquiries and product complaints until an acceptable query resolution has been found within the agreed time scales. Liaise with our Quality Department with consumer complaints and respond to the consumer in the appropriate timeframe. Process ecommerce exchanges and refunds, and answer any questions in a prompt, courteous and efficient manner. Complete GRN's and gather and complete relevant paperwork and passed to credit control. Communicate with Consumers/Customers via telephone, email, social media and Zen Desk. To agree and facilitate the return of goods back to Aimia Foods, from the customer or consumer premises within the current time agreed in our Terms and conditions. Engage with couriers where necessary to facilitate re-deliveries/uplifts. Monitor and document customer returns - identifying trends or potential issues. Keep log of misplaced items, raise claims and DOR against Evri. Adapting and updating templated response letters/emails where required. Ensure that our database of brand and corporate responses is kept up-to-date and is accurate. Processing of customer orders accurately, ensuring minimum order quantities are met. Communicate with key customers to keep them advised of production, stock levels and delivery expectations. Liaising with Supply chain and Hauliers when required. Cover Reception for sickness and Holiday cover.

Key skills & experience:

Outstanding communication and customer service skills Strong written, oral and interpersonal skills An ability to work using own initiative Experience of working in FMCG or Consumer Care environment, desirable but not essential Work well within a team and individually, maintaining a professional and confident demeanour.
Job Types: Full-time, Permanent

Pay: 25,500.00 per year

Benefits:

Company pension Employee discount On-site parking
Schedule:

Monday to Friday No weekends
Work Location: In person