Senior Customer Service Associate

2 weeks ago

Salford, United Kingdom Kellogg Company Full time

We have a fantastic and rare opportunity to join our passionate and innovative Customer Service Team on a fixed term contract, based in Manchester At Kellogg's we focus on agility, growth and innovation who put our heart and soul into the future of food.

We would be looking to you to manage the end to end order process for complex, high priority accounts whilst providing exceptional internal and external customer service. You will be also responsible for supervision and co-ordination of the Customer Services Associate team and the first point of contact for Customer or Sales query escalation.

**Here's a taste of what you'll be doing**:

- Partner with internal and external customers of high priority accounts to identify trends, perform root cause analyses, and provide solutions to resolve customer logistics, order fulfilment, and transformation issues.
- Execute Customer Service monitoring prioritizing solutions developed by cross functional Commericial and Supply market teams.
- Supervise and co-ordinate a team to ensure ongoing delivery of KPI's and targets.
- Act as first point of contact for escalation and responsible for escalating to Customer Services Lead as or when required.
- Develop a team environment that is focused on customer centricity, high performance and operational excellence.
- Identify continuous improvement opportunities and drive efficiencies within the order process.

**About you**:

- University degree, successful apprenticeship or experience in a Customer Services or a related field.
- Experience of managing large, complex Customer Accounts, with a strong knowledge of Customer relationship management principles including customer service, order management and related activities.
- Computer skills, including experience with ERP systems and MS office. Experience within SAP would be desirable.
- Excellent verbal and written presentation and communication with strong negotiation and decision making skills.
- Ability to manage multiple and sometimes conflicting priorities and specific time constraints.
- Deep analytical and problem solving skills

**About Kellogg’s**:
Get a taste of what life at Kellogg’s is all about below and a summary of how we are striving daily to offer our people a best in class working environment.

Growing and nurturing the world starts with our employees, which is why our tailor-made career growth programmes are just what you need to set yourself for success.

With our extensive benefits package including flexible working, which enables you to take control of your work/life balance, we really have our people at the heart of our organisation.

We strive to create a world where people are not just fed but fulfilled and a workplace where everyone can voice their opinions and are empowered to be their true selves. It’s each and everyone’s unique flavour that make up Kellogg’s recipe for success and the diversity of ideas, experiences and beliefs that fuel our future ready momentum and embolden our make it happen culture.

We are a diverse Employer, a foundation member of the Leading Executives Advancing Diversity (LEAD) Network, dedicated to meaningfully accelerate gender parity and drive inclusion in the European retail & Fast-Moving Consumer Goods value chain and we are committed to reaching 50:50 gender representation for all leadership level roles by 2025.

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