Customer Services Team Leader

Overview

To be the all-category expert across all customers ensuring excellence and quality of customer service. Managing the delivery of the best quality safe products and ensuring that all functions across the group are aligned to the customer. Maintaining and nurturing the customer relationship, growing trust and being open and transparent with the customer on all service level agreements. Managing and promoting the value proposition to the account customers to maximise profit, growth and service.

Main Objectives

• To lead the customer services team to ensure: Orders are put on the system in good time. Stock levels are maintained and service levels with customers are increased. Production is informed of any large orders or promotional needs. Manage the Tesco TIMs reports and system updates. Support the customers supply chain calls when required. Analysis of stock vs sales for account portfolio to ensure 100% service level. Production of Sales/Stock Reports as required by account portfolio. Update contract tracker for key accounts. Manage the maintenance of the customers\\\’ price files on SAP. Ad-Hoc administration tasks as required by business needs. To arrange cover for Sales Order input due to holidays or sickness. When appropriate contact customers to upsell on orders to maximize distribution efficiency. Collect, analyse and report on reasons for sales order rejections, and follow up improvement plans. Support the wider supply chain team with orders, reports and other administration duties. Conduct product portfolio reviews helping with tail management, margin reviews and new product introductions. Any other adhoc duties as required.

Customer Relationships

• As required support the day-to-day relationship with Buyers/Retailer Logistics/Technical teams in conjunction with the Greenyard Frozen Operational/Technical Teams.
• Proactively develop relationships with key functions across the Group. (Especially the Division S&OP team)
• Address customer concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate.
• Actively escalate any issues to the business managers should their involvement be required.

Systems Management and Order Processing

• Operate and utilise daily relevant retail systems within the company and customers. (including Qlikview, SAP etc.)
• Operate business applications, software, e-mail and internet in accordance with the Company IT Usage Policy.

Communication

• Feed intelligence back into the organisation for the development of existing products and service offerings.
• Communicate daily and weekly delivery performance levels to your team.
• Actively communicate and seek feedback from colleagues and customers.
• Play a participative part in Team Briefs and relevant management meetings.
• Be fully conversant with the company\\\’s vision, values and behaviours.
• Be proactive in the provision of feedback and the delivery of ideas to develop and improve solutions relating to the company\\\’s commercial service.
• Ensure feedback to line manager outlining general activities of role and \\\”how we are doing\\\”.

Key performance indicators

• Volume targets for all customers and categories.
• Individual and specific targets aligned to the above.
• Customer Service levels in line with their requirements.
• Experience of using the full MS Office suite, with particular emphasis on Excel.
• Working to deadlines, workload planning and multi-tasking.
• Experience of carrying out presentations.
• Experience of developing and maintaining customer relationships.
• Excellent verbal, written, numerical and interpersonal skills.
• Organised and efficient – have full responsibility for own admin output.
• Commercial awareness.
• Professional and courteous telephone manner.
• Resilient, Confident, Conscientious, Self-motivation and drive, A \\\”can do\\\” and \\\”nothing is too much trouble\\\” attitude, Ambitious, Analytical, Negotiation skills, Reliable, Entrepreneurial, Creative, Passionate, Sharing.
• Flexible – must be willing to travel and work out-of-hours when business demands.
• Full driving licence.

Desirable

• Demonstrable knowledge and experience of SAP or similar sales tools.
• Sales experience in FMCG arena.
• Merchandising/Marketing experience.
• Knowledge or experience of the independent wholesale/retail arena.
• Evidence of entrepreneurship.

Hours and compensation

Very competitive salary offered dependent on experience. Hours will be Monday to Friday 8am – 4pm (with some flexibility required).