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, in a dynamic team.
- Benefits: Competitive salary up to £61,000, remote work options, and access to gym facilities.
- Other info: Enjoy a vibrant working environment with bike storage and complimentary snacks.
- Why this job: Be part of a global brand and make a real impact on customer satisfaction.
- Qualifications: Experience in customer service and strong analytical skills required.
The predicted salary is between 61000 - 61000 £ per year.
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 £61,000 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.
- Key Requirements
- 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.
- Additional Information
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 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 London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Elida Beauty.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Elida Beauty. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Assistant Manager (FMCG Supply Chain) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Elida Beauty.
How to prepare for a job interview at Elida Beauty
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Elida Beauty's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Elida Beauty offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
