Customer Service Analyst

• Why Greencore?
• Following our combination with Bakkavor in January 2026, Greencore is now one of the leading convenience food manufacturers across the UK and the United States and is united by a simple purpose: to make every day taste better.

We are a fast-growing, high-energy food business powered by more than 28,000 colleagues across 36 manufacturing sites and 21 distribution locations across the UK and the US. Every day, our teams bring fresh, high-quality, ready-to-enjoy food to millions of consumers.

In the United States, our operations focus on fresh prepared foods across 4 manufacturing sites. Our facilities are fast-paced, high-volume environments where teamwork, reliability, and problem-solving matter, and where employees have real opportunities to grow their careers. We’re proud of what we make, how we make it, and the people who make it happen.

• Customer Service Job Summary
• Individuals must have a proven ability to function as a problem solver and decision-maker.
• To build collaborative relationships with internal/external customers, and exhibit a bias for action to improve systems, train new personnel, and enhance customers’ experience.
• Individuals must possess strong and professional customer service skills, including effective verbal and written communications.
• Assertiveness, positive attitude, initiative, and ability are required to support Greencore service standards in a team environment.
• Individuals must be able to perform and complete duties with minimal supervision.
• Representatives must have the ability to multitask and be flexible, as they may support several different teams and shifts.
• Commercial support, i.e., sales, trade marketing, supporting account manager, etc.
• Respect and acknowledge the positions, roles, and duties of others.
• The individual must have the ability to understand and value the company’s vision and mission, and be a role model who can inspire others.
• Keep the Customer at the Heart of What We Do

• Expectations
• Timely responsiveness and initiative-taking communication with internal teams and customers
• Update procedures and systems with appropriate customer information, i.e., order matrix, SOP’s, etc.
• Ability to troubleshoot the following delayed trucks, pending receipt of orders, pricing discrepancies, rejections, and operation delays.
• Understanding customer expectations, i.e., communication and ways of working
• Continuous improvement on how we can better serve our customers.

• Characteristics of a great Customer Service Rep
• Analytical Person
• High Level of Accuracy
• Clear Communicator
• Friendly Attitude
• Empathy
• Business acumen
• Product/Service Knowledge
• Time management
• Patience
• Willingness to Go Above and Beyond
• Continuous Improvement
• Active listener

• Customer Service KPI’s
• Service level 99%
• How can CS impact service level?
• Ensuring orders are placed accurately.
• Orders placed on time
• If there are issues with filling an order, collaborating with customers to shift volume/days.
• Future KPI
• NPS – Net Promoter Score
• The Net Promoter Score is a metric that businesses use to monitor levels of customer loyalty. Brands across the world now consider measuring NPS to be the leading method of tracking customer loyalty.