Cust Service Acc Handler - W/E

Job description

  Location
Melton Mowbray, Leicestershire
·  Salary
£11.00/Hour
·  Category
Procurement & Supply Chain - Customer Service
·  Job type
Contractor
·  Industry
Procurement and Supply Chain
·  External Reference
JN-062019-75787

Part Time Customer Service Account Handler role

An exciting position for an experienced and proactive PART TIME (3 set days) CUSTOMER SERVICE ACCOUNT HANDLER has arisen for my client, a large global FMCG organisation within their dynamic Team in Waltham on the Wolds. They have an enviable reputation for quality people, for innovative brands and for keeping them right at the cutting edge. This role is for a minimum of 6 months and starts immediately via Adecco. The role is part time and has 3 set days you need to work every week which are Saturday, Sunday and one week day.

Pay rate is £11.00 per hour.

THE JOB:

·  The jobholder will work within the Customer Service team where they will be responsible for the capture and progression of orders depending on the requirement at the weekend (2 days) and in the week (1 day).

·  The jobholder has ownership for the provision of excellent customer service to all of those major client accounts for whom they progress orders across three product categories.

·  This role will also be responsible for communicating shortages to accounts in agreed formats and timeframes, and liaising with third party hauliers and depots to resolve any transport or supply issues.

Weekend dimension:

The role is unsupported internally at the weekend unless there is an issue which warrants escalation. In the case of escalation they will interact with contacts including European IT support and supply chain associates. They will interface externally with contacts within the customer (skeleton crew, analyst level) and with our hauliers and warehouses.

The Weekend Account Handlers primary purpose is to ensure order capture and development occurs so we may offer our customers 7 days/week customer service. Given there is no on-site support at the weekend they are the identifier and first point of contact for issues in relation to the whole order management process from order receipt in the system, order processing, warehouse/haulier network and customer requirements. Superior independent problem solving, prioritisation and communication skills are required when issues develop to rectify them within the day. If an escalation does occur it is normally at severe risk to our operation that day. As such the role requires composure and sound decision making.

Weekday dimension:

They will interface internally with the relevant Sales contacts, up to national account manager, with supply chain and externally may deal with contacts ranging from supply contacts to buyers.

The role has responsibility across three product categories, in which they will need to develop basic business knowledge and expertise.

You will be required to:

·  Progress daily customer orders placed from input through to dispatch.

·  Identify order variance to expected demand/supply capability or customer norms to assess impact on total company stocks and take appropriate action to safeguard supply on a broader basis

·  Identify stock shortages and minimise impact to service through liaison with the customer

·  Resolve short term issues without the support of the wider team (unless escalation required), across a number of cross-functional operations, including warehousing/haulier network, order processing and systems

·  Contribute metrics, issues and action resolution through the daily LMOS and weekly returns meetings and escalate any unresolved issues

Customer Relationship Management:

·  First point of contact for the customer weekend analyst with responsibility for communicating any ad-hoc issues from the day

·  Build a good relationship with relevant customer contacts to support excellent customer service

·  Continuous Improvement:

·  Continually seek to improve the efficiency and efficacy of tasks to support improved metrics and customer service

·  Use Lean tools available, including basic PDCAs, to assist with problem resolution and implementation of sustainable long term fixes

Skills/Qualifications:

·  Previous customer service experience in a fast past environment advantageous

·  Priority Setting

·  Problem solving

·  Action Orientated

·  Planning

·  Drive for results

·  Successfully develops collaborative relationships

·  High level of Customer Focus

·  Deals effectively with conflict management

·  Must have a high level of computer literacy and whilst knowledge and competence with SAP and Excel would be advantageous it is not essential.

·  A level or graduate level with background in Customer Service

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy