Customer Solutions Key Account Support

4 months ago

Bromborough, United Kingdom Baker and Baker Products Ltd Full time

Baker & Baker, with manufacturing and distribution facilities across Europe, is a global provider of a wide range of bakery products for retail and foodservice markets as well as artisan and industrial bakeries. One of the largest bakery manufacturers in the world, Baker & Baker provides specialized finished products like cakes, donuts, and more. B&B's mosaic of heritage bakery brands includes some of the industry’s most trusted names: Brill, Meister Marken, Westco, Multifoods and Waldkorn.

**PURPOSE OF THE JOB**:
**To provide and adapt a customer service function that reflects and supports the company’s current and future requirements.**

**Escalating any major issues to that occur on a day to day basis to Customer Solutions Team Lead**

**RESULT AREAS**:

- **KAS for aligned accounts and smaller accounts**:

- **Deputise Export/KAS during holiday and short absences**:

- **Represent B&B (United Kingdom) customer service with our distribution partners**:

- **Manage order inbox and central telephone line**:

- **Process manual orders within agreed lead times**:

- **First escalation point for customers**:

- **Building strong relationships with customers both internal & external**:

- **Solve customer/service issues and problems in a highly professional manner and using sound judgement**:

- **Monitoring sales order processing for Key Accounts ensuring MOQ and lead times are followed**:

- **Managing and communicating daily SC issues resulting in shortages and monitoring weekly performance & orders - working closely with our manufacturing sites**:

- **Providing accurate information to forward to market channels and third parties ie. Potential new business, special instructions etc.**:

- **Attending customer team meetings**:

- **Issue standard documents in terms of communication between customers & Quality + C+D**:

- **Assisting in the preparation of customer events Samples etc**:

- **Monitor and react to customer ordering patterns re forecast**:

- **Analysing information from customer web based Portals**:

- **Responsible for preparation of new customers. Monitoring all correct information is uploaded for first ordering processing Non KA**:

- **Managing product availability - following correct procedure in the event of stock shortages to minimise effect to customer service**:

- **Balancing customer service KPI’s to meet customers’ expectations and our own service standard**:

- **Cover all aspect of CS during absence and holiday.**

**Key Performance Indicators**
- **Departmental service level**:

- **UK Service Level**:

- **OT delivery of reports**:

- **Order accuracy**:

- **Special Deliveries**

**KNOWLEDGE, SKILLS & EXPERIENCE**:

- **Experience of working in a customer service environment**:

- **Excellent communication skills, with the ability to deal at different levels**:

- **Excellent organisational and administration skills**:

- **To be able to cope with increased workload, under pressure and to prioritise**:

- **All Microsoft systems, especially excel (formulas & external data)**:

- **SAP**

Pay: Up to £34,732.00 per year

**Benefits**:

- Company pension
- Free parking

Schedule:

- Day shift
- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Account management: 1 year (preferred)
- sales: 1 year (preferred)

Work Location: In person

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