Customer Services Coordinator

We are Reckitt, home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Hull site is the lead Healthcare Supply factories for 80+ Global Reckitt and critical 3rd party customers. The role is about managing the relationship with the customer and representing them in the factory and to act as the conduit of information. Day to day activities will involve telephone and email conversations with Demand Planning in Markets, preparation for, and participation in the weekly service call with Connected Planning and processing Factory Planning / Rapid Response information to ensure that the factory offers excellent customer service as measured by the Pack Fill Rate Measure (PFR).

• Provide excellent customer services through prioritisation to all markets (direct despatch, from Great Bear) and through excellent communication to customers.
• Pro-actively challenge market information received into the factory.
• Act as the ‘voice of the Customer’ within the Reckitt Hull operation.
• Provide a focal point for the flow of order information from customers to Reckitt Hull and the feedback of supply information to customers.
• Generate, analyse and report key information requirements to enable the supply processes to operate effectively.

Your responsibilities:

• Establish yourself as the first point of contact for all customers requiring information on the status of supply. This will involve discussion with Planning, Manufacturing, Quality & Warehouse staff.
• Proactively manage the required flow of information from specific areas of operation (Technical, Quality, Release for Sale) back to the markets supply team to ensure timely and justifiable decisions can be made (Distress List).
• Address and resolve all customer service queries, using the appropriate escalation process to ensure that serious supply issues are highlighted appropriately and in a timely manner.
• Proactively communicate release dates and timings to market – via trackers as needed.
• Manage make to orders and communicate with any associated markets for all MTOs outside of Rapid Response.
• Lead proactive discussions with key markets and involvement with lead times or any replenishment issues.
• Flag any issues with releases that impact service internally at relevant forums (L2s / L3s).

The experience we’re looking for:

• Educated to A Level standard (University degree preferred).
• Diploma or education in Supply Chain or Planning process.
• Experience of Planning/Procurement for 5 years (ideally in an FMCG environment).
• Detailed knowledge of planning processes.
• Detailed knowledge of MRP process & systems (SAP / JDE, Rapid Response / Kinaxis preferred).
• Excellent Excel skills.
• Strong problem-solving skills through ability to manage multiple activities and respond to changing priorities.
• Good communication skills with a customer centric approach.
• Ability to make timely decisions based on logical assumptions, factual information & consideration of resources, constraints & organisation values.
• Achievement focused and able to work in a direct and often pressurised environment.
• Experience of working as part of a multifunctional team, ability to network & build effective working relationships with people within and external to the organisation at all levels.
• Ability to challenge & influence people when necessary.
• Ability to maintain security and confidentiality.

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results.

We recognise that in real life, great people don’t always 'tick all the boxes'. That’s why we hire for potential as well as experience. Even if you don’t meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you.

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.