“I became interested in the game side of the business and became the ‘go-to’ person for orders and queries in Newcastle-Under-Lyme Customer Service Department (CSD). This year, I have taken on more responsibility and have become the lead for the game season in our CSD. I have attended a training day and we have a weekly national call to discuss finer details such as promotions, manufacturing and stock levels.”
“On a daily basis, the customer service team coordinate and liaise with a variety of departments and individuals including account managers, transport planners and production."
“As the customer service team, we are often the first point of contact for customers and enquiries. We take orders over the phone and an increasing amount are now coming through via email. We build really good rapport with our customers and have a lot on callout. This is when we will pre-empt orders, pencil them in the system and call the customer to prevent them running out of feed. We individually look after different account managers, groups and merchants. We work closely with transport and production to ensure that our service runs smoothly for all of our customers.”
“As part of my role, I send out account packs to new customers. This includes contact information, relevant information on plain and medicated feed and a few leaflets that give customers general advice on animal performance and other products we offer.”