Customer Operations Executive

1 month ago


Moray, United Kingdom Brook Street Full time
Customer Operations Executive
Elgin
up to £30k (based on experience)
Principal Purpose of Role
Working as part of a busy Customer Service Support team in FMCG. The aim of which is to achieve a 97.5% customer service level.
Develop Customer Relationships - must have experience of this
Provide an excellent information service to external customers and internal stakeholders
Continuous Improvement of processes around the customer service department and development of Continuous Improvement initiatives
Support of the Demand Planning Area
Develop a culture of customer satisfaction through timely and thorough continuous improvement
Support of the Demand Planning team
Develop a culture of customer satisfaction through timely and thorough communication
Acccountabilities
Responsible for reviewing customer orders to ensure they are received timely, accurately and in line with agreed quantities, lead times and agreed forecast
Monitor order progress - rectify and escalate any issues that may arise
Liaison with other internal departments across the business to include Sales team, despatch, planning, operations and technical.
Ensure customer enquiries database is regularly maintained
establish direct customer service relationships and use this to improve service and reduce the impact of issues such as stock shortages
manage and maintain customer profiles to meet stakeholder needs - where required issue tracker reports and ad hoc analysis to customers
support the creation of relevant kpi`s, ensure the accurate effectiveness of customer service is captured
be involved in new product innovation process and manage run out of corresponding obsolete stock to minimise write off costs in conjunction with line manager
You MUST have a flexible approach to this role, and carry out any other duties as may be required within your team.
To apply for this role, please submit your cv

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