Bulk Customer Coordinator in Birmingham

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Job Details:

• Department: Operations
• Location: Birmingham
• Hours: 39hrs 5 days from 7 per week
• Salary: £29,041 per annum

Job Purpose:

The role of the Bulk Customer Coordinator is to ensure customer experience is optimised by delivering on commercial and warehouse SLAs, through end-to-end business processes, maintaining records according to Standard Operating Procedures (SOPs), and working in collaboration with the Health & Beauty Teams. You will align on plans for customer order requirements and challenges as well as coordinating the transportation of outbound deliveries to customers including liaison with customers, couriers and the transport department.

Key Accountabilities:

• Working with the Central Logistics Centre management team to ensure delivery of the trading function SLA’s and proactively communicating any anticipated risks.
• Maintaining the trading tracker throughout the day to ensure all stakeholders have a live view of order statuses.
• Collaborating with the TAM team to understand priorities and deadlines.
• Communicating challenges and exceptions to the TAM team, so that customers can be consulted about order fulfilment and missing data issues.
• Working closely with CLC Inbound Goods-In Teams to log and monitor all expected incoming supplier deliveries to ensure prompt and accurate goods receiving and appropriate segregation of inventory.
• Inputting all customer orders on to the system accurately in a timely manner.
• Reviewing available credit for pending and in-progress orders to anticipate insufficient credit issues with Customer Finance Teams.
• Managing customer claims.
• Liaising with the stock rationing team to request temporary ration lifts where required for charging orders.
• Identifying Trade Co systems, process and operational issues and collaborating with key stakeholders to develop solutions that enhance efficiency and productivity.
• Resolving all Health & Beauty, TAM and Own Brand Commercial, Warehouse and Transport queries within 24 hours.
• Attending regular review meetings with the TAM team.
• Updating and circulating internal reporting to defined cadence.
• Investigating any unlabelled stock in the TradeCo area and supporting Inventory activities working with the CLC Inventory Team.
• Ensuring protected stock is released to general inventory promptly when no longer required by the TradeCo.
• Focusing on key TradeCo Customer Satisfaction Drivers including Expiry Dates.
• Supporting the Area Customer Experience Manager with investigating and resolving customer complaints relating to TradeCo supplied orders.
• Identifying and where appropriate supporting implementation of cost-saving initiatives.
• Ensuring all products are handled and stored according to standard operating procedures and regulatory requirements for quality control.
• Efficiently performing general warehouse associate duties not limited to, moving stock, loading pallets, picking goods, cleaning up spillages and processing returns.

Knowledge, Skills and Experience Required:

• Experience of working in a warehouse, logistics, transport or distribution environment in a commercial, customer facing/service-related role.
• Experience/knowledge of warehouse management systems (WMS) and automated technologies.
• Knowledge of regulatory compliance and quality standards in pharmaceutical distribution is desirable.
• Understanding of shipping processes and inventory management.
• Strong attention to detail, with the ability to work in a fast-paced time critical environment.
• Ability to work independently and as part of a matrix organisation, being able to work collaboratively and effectively across both Operations, Transport, Customer Finance, and TAM teams.
• Comfortable with the ambiguity caused by changing commercial priorities and ongoing incremental changes to systems and processes.
• Strong organisational and time management skills to prioritise resources effectively, ensuring deadlines and targets are met.
• Has a positive attitude to change and spots opportunity to improve own performance.
• Communicates in an open and effective manner with others on day-to-day issues.

Essential:

• Proficiency in computer skills, including Microsoft Office 365 applications.
• Ability to work flexible hours, including shifts, to meet operational needs.
• Finely tuned communication skills both written and verbal to engage with a variety of key stakeholders internally and externally.
• The willingness and ability to work collaboratively with others towards a common goal.
• Good problem-solving skills.
• Comfortable working in varying temperatures within the warehouse environment.
• Ability to work in a warehouse environment, including working at height, standing and walking for extended periods.
• Ability to lift and move materials as needed.

Benefits:

• Free Parking
• Contributory Pension Scheme
• Perks at Work (Discounts on top brands)
• Employee Assistance Programme
• 28 days’ holiday increasing with service length.

Additional Information:

You will be required to travel/stay overnight in Nottingham on a weekly basis for training purposes.

MANUAL HANDLING: It should be noted that manual handling tasks such as lifting and bending are “essential requirements” of this role.