Melton Mowbray, Leicestershire
Procurement & Supply Chain - Customer Service
· Job type
Office and Secretarial
· External Reference
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. This role requires an experienced customer service focused individual who can hit the ground running. Driving forward the success of globally admired brands is a major deal for a £24billion company which produces several iconic brands across the globe. 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 more day during the week.. Pay rate is £13.03 per hour. Due to the location of the business, own transportation is required.
Account handlers will primarily be responsible for progressing customer orders and offering excellent customer service both in terms of our ability to supply product as requested and demonstrating professional expertise when dealing with our customers. They are in constant daily contact with numerous departments both internally and externally co-ordinating a multitude of activities with constant pressure to juggle priorities in the operational environment.
This role is an entry level role for Customer Service within the business and associates would be expected to develop both themselves and their workload quickly in the following areas: identify where improvements can be made to the weekend process to increase supply chain efficiency and ensure smooth transition into and out of the weekday operation; develop expertise in processes across the supply chain functions to deepen expertise and improve issue resolution without escalation; develop cross-customer knowledge to support account coverage in the week.
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, in which they will need to develop a good business knowledge and expertise.
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.
The role is unsupported internally at the weekend unless there is an issue which warrants escalation by phone. 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 top 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. Often issues are dealt with primarily at this point without referral. However, 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 in high pressure scenarios.
They will interface internally on an ad-hoc basis with the relevant Sales contacts, up to national account manager, with logistics and externally may deal with contacts ranging from supply contacts to buyers.
The role has responsibility for the provision of coverage to any account that may need it, 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
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
Previous customer service experience in a fast past environment advantageous
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 of SAP, BW, Excel and Word 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.
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