Customer Service Advisor

7 months ago

Derby, United Kingdom Refresco Full time

Refresco, the world’s largest, multi-national soft drinks manufacturer, is seeking a **Customer Service Advisor** at our head offices in **Kegworth**. We offer a genuinely great place to work, with lots of personal development, and career opportunities all alongside a highly competitive salary.

Refresco UK are part of the Refresco Group a multi-national independent soft drinks manufacturer with 78 manufacturing sites across Europe, North America, and Australia in 15 countries. In the UK we have 6 sites. We work with all the large UK supermarkets plus many well-known branded drinks producers.

**Customer Service Advisor**

Shift Pattern: Days Monday - Friday 38 hours - Hybrid working (2 days WFH, 3 days in office)

Competitive salary, annual bonus, a good company pension, enhanced holiday entitlement plus the option to buy additional annual leave

**About the role of Customer Service Advisor at Refresco**:
Reporting to the Customer Service Manager, this role provides a first point of contact for customers placing orders, following up the progress of orders, or making any other order related enquiries. To be successful you must deliver consistent, efficient order management across multiple channels, establishing and maintaining effective relationships with internal / external customers, peers, and management and the 3rd party suppliers.

Escalating all potential customer service issues through the logistics management team to resolve and communicate to the appropriate internal contacts.
- Answer all calls in a timely, polite and professional manner
- Provide high levels of customer service including handling customer queries
- Act as a central point of contact to process customer orders according to their agreed lead-times
- Provide a central point of contact for first call resolution on distribution queries
- Capture and manage all orders for allocated customers, ensuring these are processed efficiently and accurately, and to company deadlines
- Liaise with Supply Chain on stock availability and delivery queries.
- Feedback to customer’s information regarding stock availability upon receipt of orders where necessary
- Ensure customers and the sales team are kept informed of order progress and of any changes to the order delivery schedules, through the logistics escalation process
- Investigate and report order discrepancies and failed deliveries, work with the logistics team to resolve any issues
- Liaise with the customer and the Commercial team to eliminate delivery refusals
- Manage stock returns in liaison with the customer and the third party distribution provider
- Monitor and resolve outstanding orders on a daily basis ensuring overdue or obsolete order are rescheduled or removed from the system
- Ensure master data within function is maintained accurately
- Provide cover during absences within the team
- Investigate order discrepancies and failed deliveries, report issue detail and work with the logistics team to resolve any issues.
- Report potential instances of FG obsolescence to the logistics management team for investigation

**About you**:
To be successful as a customer service advisor at Refresco you will need to have a good sense of urgency coupled with strong relationship management (internal and external). Ideally, you will be from an FMCG background within supply chain/planning.
- SAP experience is highly advantageous
- Strong customer service orientation
- Good communication skills
- Strong administration skills with close attention to detail
- PC Literate, including competent in MS Excel
- Numerate and possessing basic financial awareness
- Good relationship management skills

**About Refresco**:
Refresco is the global independent beverage solutions provider for Global, National and Emerging brands, and retailers with production in Europe, North America, and Australia. Refresco offers an extensive range of product and packaging combinations from juices to carbonated soft drinks and mineral waters in carton, PET, Aseptic PET, cans, and glass. Refresco continuously searches for new and alternative ways to improve the quality of its products and packaging combinations in line with consumer and customer demand, environmental responsibilities, and market demand.
- **Refresco believes that equal opportunity for all is fundamental to our company's values and all our applicants can expect fairness and transparency in our recruitment process.**_

**Job Types**: Full-time, Permanent

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Yearly bonus

Application question(s):

- What are your salary expectations? (A ballpark figure is okay)

Work Location: Hybrid remote in Derby

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