Customer Management Representative

4 weeks ago


Manchester, United Kingdom Ingredion UK Limited Full time

**LOCATION**: Manchester
**REPORTS TO**: Laurence Zanello
**DIRECT REPORTS**: None
**GRADE**: C
**WORKPLACE TYPE**: Hybrid

**Company Background**:
Ingredion is a Fortune 500 provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world. Ingredion’s wide range of ingredient solutions is strategically designed to address changing consumer trends and preferences. Our specialty portfolio includes starch-based texturizers, clean and simple ingredients, plant-based proteins, sugar reduction and specialty sweeteners, and food systems. Our innovative ingredient solutions are used by consumers in everyday products, from foods and beverages to paper and pharmaceuticals. And we do it all in a planet-friendly sustainable manner.
The Customer Management Representative is responsible for providing customer support including, but not limited to managing customer enquiries, delivery updates, problem-solving, complaint handling etc This is a highly customer-facing role where you will build relationships with your customers.

**Core Responsibilities**:
Management of orders -Dealing with supply availability, customer queries and changes.
Complaint handling - Customer complaint processing in accordance with European Operational Procedures.
Customer relation management - Managing relationships with international customer base, informing and updating customers about order progress. Dealing with customer enquiries within agreed timeframe. Creating and developing proactive connection and follow up with the customer (CRM). Follow up on sample requests directly with customers.
Relationship building - Developing a trusted and respected partnership with all stakeholders internal and external. Regular connection with customers within own market area to follow up on any service-related issues, general enquiries, and credit related issues. Close cooperation with Sales arranging weekly reviews for the market areas covered. Develop and maintain close working relationships with internal stakeholders i.e. Demand and Supply Planning, Logistics, Finance, Technical Services.
Onboarding new customers - Setting up new customers and bringing them on-board
Customer excellence - Create and deliver an excellent customer experience and supporting the sales organization. Support Customer Enquiries via Digital Tools.
**Teamwork**: Contribution to overall and team targets (e. g. key performance indicators)
**Continuous improvement**: Responsible for embracing continuous improvement and proactively implementing it into the daily work.

Background in Customer Services, Supply Chain, Manufacturing
Solid experience in Customer Service or Commercial/ International B2B environment
Experience with SAP (Sales and Distribution module)
Microsoft Windows 10
English fluency, both written and spoken

**Desirable requirements**:
Experience in a manufacturing environment is advantageous.
Second language is desirable.

**Required behaviors and skills**:
Strong Customer Orientation and Sense of Ownership
International and culturally sensitive
Outstanding communication skills both verbal and written, gravitas and relationship building capabilities.
Positive and proactive attitude towards customers
Able to work both independently and as part of a team, within a pressured environment.
Excellent communication and IT skills working in a digital environment.

**Relocation available**: No

**Relocation Available**: No



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