Customer Service Coordinator

3 months ago

Fakenham, United Kingdom Kinnerton Confectionery Full time

Overview:
**Customer Service Coordinator**

Kinnerton Confectionery, Fakenham.

Embark on a career where every interaction is an opportunity to make a difference - join us as a Customer Service Coordinator and be the heartbeat of exceptional service.

As a Customer Service Coordinator you will manage and be responsible for the customer order process from order intake to goods out. Resolve customer queries and general stock control management (inclusive of stock at 3PL locations) in line with the company requirements.

Provide clear and precise service level & and KPI reporting to the wider business trending patterns and challenge abnormalities and service failures.

To oversee the departmental processes, with little or no supervision with a scope to challenge these and create new efficiencies within the department.

**Salary**: £25,000 - £30,000

Hours: 37.5, Monday - Friday, 08:30 - 16:30

**Responsibilities**:
Sales Order Processing
- Oversee the processing of all sales orders in line with individual customer / business requirements & proactively investigate and rectify any issues / queries
- Facilitate bookings for deliveries to depot / re-bookings for failed deliveries when applicable
- Maintenance of customer key data in ERP system in line with sales order processing requirements
- Manage orders for clearance stock and provide clear pallet details to the warehousing team to ensure accurate stock allocations are adhered
- Accurate and timely ERP Order Maintenance / Housekeeping
- Support with the administration all of Export Paperwork documentation as required for EU deliveries

Customer Service
- Manage all customer account processes / queries (regular and adhoc) in line with individual customer requirements in a confident manner, acting as the ‘go-to’ person for the department.
- Adhere to customer reporting systems for shortage reporting / order amendment requests
- Review & monitor recent forecast vs sales to establish any potential risk to service and escalate these with the relevant teams to mitigate service failures
- Build and maintain relations with all customer accounts to ensure high service is maintained throughout
- Liaise with internal and external warehousing functions for all aspects of stock control and service adherence
- Facilitate weekly service review meetings with Commercial teams
- Facilitate weekly reviews with the wider SC team to review projected service issues with a view to mitigate service fail or establish root cause for service reporting
- In agreement with the CS Manager, manage all customer derogations and life constraints with customers & 3rd party warehouses
- Be a key point of contact for CSL Issues

Stock Control & Returns
- Escalation of stock transfers to dispatch sites in time for customer order allocations
- Oversee the daily reporting for 3PL sites including stock records, dispatch and receipts whilst ensuring all associated transactions are processed in an accurate and timely manner on the ERP database
- Support wider SC teams in management of stock close to / below MLOR and expedite derogation requirements to Account Managers
- Perform weekly stock balance reconciliations with 3PL sites, working independently to investigate and resolve any discrepancies within a timely manor
- Manage the replenishment of stock to 3PL locations in line with forecast, order patterns and minimum stock holding requirement
- Oversee the process for all stock rejections / returns in a timely manner, establishing root cause and adhering to follow up processes if/where required
- Investigate and resolve all stock query debit notes received from the finance team to the agreed deadlines for completion
- Adherence to company policies and procedures for FG stock management and transactions
- Population and distribution of any stock related reporting if/when required
- Facilitate site stock takes as required

Service Level Reporting & KPI’s
- Ownership of the Daily / Weekly & YTD Service Level reports trending data patterns and root cause analysis for shortages
- Ownership of the CSL KPI data and escalate / challenge weekly variances
- Support with collation and distribution of wider SC KPI data as required
- Liaise with other departments to identify root cause analysis for projected service issues where these cannot be mitigated and distribute to the wider business
- Regular daily reviews of the departmental KPI Dashboards and undertaking corrective action where applicable

Other Duties / Responsibilities
- Maintaining accurate data at all times with a level of analytic skill and a keen eye for detail
- Any other duties as per team leader / management requirements
- Cover and Support for Team Leader in times of absence and the wider Supply Chain Team where deemed applicable

Qualifications:

- The ability to communicate effectively and build strong relationships.
- The ability to work to time-sensitive and tight deadlines
- The ability to prioritise and manage own workload
- The a

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