Customer Service Executive

Salary: Negotiable
Sector: Supply Chain
Location:
Job type: Permanent

Job Description

An exciting opportunity has arisen for a Customer Service Executive to join a fantastic FMCG company in Andover
In this position you will play an active role in delivering against departmental KPI’s and supporting the Sales Team by providing data analysis on customer demand, reporting and pricing as needed, to help facilitate business growth and customer service plans
The Role:
• Manage nominated key accounts and support the wider Customer Services team on additional accounts when necessary
• Build excellent rapport with all Customers; demonstrating effective product knowledge and providing excellent customer satisfaction
• Provide insight into Customer ordering to establish gaps in ordering patterns and provide recommendations accordingly
• Ensure all stock of MTO’s are sent to the Customer on time and in full
• Liaise with the Planning team to ensure successful customer delivery and pro-actively communicate on order shortages and/or amendments as necessary
• Support product lifecycle management to include the launch, delist and change of any SKUs in conjunction with Sales and Planning to ensure smooth and effective changeovers with zero write offs. Produce necessary and appropriate business communication to ensure all stakeholders are aware of any changes to products
• Work with the Technical team to co-ordinate and assist with any product quality concerns, product recall or withdrawals
• Update and maintain the ERP system and use the data to help support Customer Service and Sales decisions and recommendations
• Ensure company costs are kept within budget whilst ensuring Customer Service and departmental KPI targets are met. Look to achieve best price on special / sample deliveries
• Ensure SOPs are up to date and accurate
• Identify improvement opportunities to the customer supply and inventory process to help manage issues and stock control
• Process and organise sample requests, communicating details out to the business and making any necessary transportation arrangements
• Collaborate with the Sales team, identifying any potential new business following enquiries to Customer Service
• Work with the Sales team to determine the demand forecast for the coming 24 months with auditable record of changes and assumptions
• Implement promotional activities in conjunction with the Sales team
• Support the Sales team in identifying sales for redundant / short shelf life stock
• Manage the CHEP pallet inventory
• Co-ordinate with 3PL to ensure orders are received and processed in a timely manner and our customer expectations are met
• Liaise with 3PL and manage our stock including consolidation and relabeling, raising concessions through the Technical team if necessary
• Provide support to other departments as and when required and carry out any other duties as necessary to support the daily running of the Customer Service department and the broader business


The Candidate:
• Displays a passion for results, a can do attitude
• Calm and positive manner at all times
• Flexible approach and willing to carryout tasks outside core hours
• Is a creative problem-solver and solution provider
• Quality motivated with high attention to detail
• Has an analytical/enquiring mind
• Attention to detail with a right first time attitude
• Sees the big picture – conceptual thinker
• Shows adaptability/change agility
• Can multi-task and maintain focus when the pressure is on
• Is independent, self-motivated, self-reliant but able to work as part of a team
• Has integrity, humility and is respectful
• Confident, approachable manner on the phone and in person
• Proven track record within Customer Service
• KPI responsibility
• Prioritisation
• Working within a budget
• Export
• Rapport building
• Working with 3PL, couriers and Chamber of Commerce
• Ability to work under pressure calmly and professionally
• FMCG experience desirable

What’s on Offer?
• £23,000 + Benefits
• Potential to grow and develop in the role and within the Company
To be considered for this role please apply with your CV today
Meet your consultant
Callum Grindlay
callum.grindlay@drnewitt.com

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