At a Glance
- Tasks: Manage customer service operations and ensure excellent service delivery in a fast-paced FMCG environment.
- Company: Join Elida Beauty, home to iconic brands like TIGI and VO5.
- Benefits: Competitive salary, flexible working, gym facilities, and complimentary snacks.
- Other info: Enjoy a vibrant Holborn workspace with bike storage and communal areas.
- Why this job: Be part of a dynamic team that drives customer satisfaction and operational excellence.
- Qualifications: Experience in customer service or supply chain, strong analytical skills, and proficiency in Excel.
Manpower are currently seeking an interim Customer Service Assistant Manager (FMCG) to work with our global client, Elida Beauty, renowned for brands such as TIGI, VO5, Toni & Guy, and Brylcreem, and become an integral part of their fast-paced environment. The position is based in Holborn, London. This is a full-time temporary role for 12 months, requiring 37.5 hours per week, Monday to Friday. Compensation for this role is competitive, paying up to £48,000 per annum, pro rata, depending upon experience. The role currently offers a mix of remote and onsite working, subject to adjustment based on business requirements.
We are seeking a customer-focused and proactive Customer Service Assistant Manager to support the delivery of excellent customer service across assigned markets and customers. The role is responsible for managing day-to-day customer service activities, supporting order-to-cash processes, driving service level performance, resolving customer issues, and collaborating with Commercial, Supply Chain, Logistics, Finance, and Customer teams to ensure flawless execution and customer satisfaction.
Key Accountabilities- Customer Service Operations
- Manage day-to-day customer service activities for assigned customers and markets.
- Serve as a primary point of contact for customer operational queries and escalations.
- Ensure customer orders are processed accurately and within agreed timelines.
- Provide proactive communication regarding order status, shipment updates, and service issues.
- Support the delivery of excellent customer experience and service performance.
- Order-to-Cash Management
- Coordinate the end-to-end order-to-cash process from order receipt through delivery and invoice completion.
- Monitor orders throughout the fulfilment cycle and resolve exceptions promptly.
- Collaborate with Commercial, Demand Planning, Logistics, and Finance teams to ensure smooth execution.
- Support resolution of order blocks, pricing discrepancies, delivery issues, and invoice queries.
- Ensure adherence to customer requirements and internal business processes.
- Customer Relationship Management
- Build and maintain strong working relationships with customer operational teams.
- Support customer meetings, reviews, and performance discussions.
- Coordinate timely resolution of customer complaints and service issues.
- Work closely with account managers and commercial teams to support customer growth plans.
- Contribute to customer satisfaction and retention initiatives.
- Service Performance & KPI Management
- Monitor and report customer service performance against agreed KPIs.
- Track service metrics including Customer Fill Rate, On-Time In-Full (OTIF), Order Accuracy, Case Fill Rate, Customer Complaints and Service Level Performance.
- Investigate service failures and identify root causes.
- Support continuous improvement initiatives to enhance customer experience.
- Cross-Functional Collaboration
- Work closely with Customer Development (Sales), Logistics, Warehousing, Planning, and Finance teams to ensure seamless execution.
- Support Joint Business Plan execution with customers through strong operational management.
- Ensure alignment between customer requirements and supply chain capabilities.
- Participate in regular operational and service review meetings.
- Issue Resolution & Continuous Improvement
- Lead day-to-day issue resolution for customer service challenges.
- Identify trends in customer complaints and service failures.
- Support process improvement initiatives that enhance service, efficiency, and compliance.
- Assist in implementing new tools, systems, and customer service capabilities.
- Promote process discipline and operational excellence across the customer service function.
- Reporting & Analytics
- Prepare weekly and monthly customer service performance reports.
- Analyse customer service data to identify risks, opportunities, and improvement areas.
- Maintain service dashboards and reporting tools.
- Support business reviews through timely and accurate reporting.
- Provide insights and recommendations to management based on performance trends.
- Experience in Customer Service, Customer Operations, Supply Chain, or Order Management within FMCG or Distributor Market.
- Experience managing customer relationships and order fulfilment processes.
- Experience working with cross-functional teams and external customers.
- Strong analytical and problem-solving capability.
- Strong Microsoft Excel skills.
- Experience with ERP systems such as SAP, Oracle, or Microsoft Dynamics.
- Experience with Power BI, Tableau, or reporting tools is desirable.
- Bachelor's degree in Business, Supply Chain, Logistics, Operations, or a related discipline preferred.
- Occasional UK based travel required for warehouse visits, 3PL meetings, and operational reviews.
- Holborn working environment: Bike Storage, Café, Kitchen & Communal Areas, Complimentary Tea & Coffee, Complimentary Fruit & Biscuits, Gym Facilities.
Customer Service Assistant Manager (FMCG Supply Chain) in City of London employer: Elida Beauty
Elida Beauty is an exceptional employer, offering a dynamic work environment in the heart of Holborn, London, where creativity and innovation thrive. Employees benefit from a collaborative culture that encourages professional growth and development, alongside competitive remuneration and a commitment to work-life balance. Joining Elida Beauty means being part of a mission-driven team dedicated to democratizing beauty, with opportunities to make a meaningful impact on iconic brands.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant Manager (FMCG Supply Chain) in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elida Beauty. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Elida Beauty before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Assistant Manager (FMCG Supply Chain) in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Elida Beauty:Your cover letter is your chance to shine! Tell us why you want to work at Elida Beauty specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Elida Beauty!
How to prepare for a job interview at Elida Beauty
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
