Customer Service Representative

5 months ago

Lutterworth, United Kingdom Britvic Soft Drinks Ltd Full time

At Britvic we’re on a journey to become the most dynamic soft drinks company. As one of the UK’s leading players in the FMCG market we pride ourselves on setting high standards, being courageous and pushing ourselves to think outside the bottle.

We offer consumers a range of family favourite and global premium brands such as Robinsons, Tango, J20, R Whites & London Essence. We exist to help people enjoy life’s everyday moments.

**About the Role**:
The customer service representative is responsible for supporting the account teams by handling end to end order management. As the primary customer depot / head office contact, it is the role of the customer service representative to ensure customer satisfaction in timely resolution of all queries, providing a great customer service experience throughout.

**Key Responsibilities**:

- To accurately capture and process external and internal customer orders and provide all the information required to enable the system to source these orders by utilising excellent customer facing skills and ensuring the most efficient service to customers.
- Support zero loss philosophy by ensuring order volumes are optimal through driving full load utilisation or link loads for smaller orders and mínimal pick.
- To obtain customer booking slots for new orders and rebook existing orders where original slot cannot be satisfied.
- Provide the primary Britvic point of contact for customer delivery points and liaison with head office contacts.
- Provide the primary Britvic logistics point of contact in-line with customer requirements outside normal office hours.
- Resolve delivery order issues with customer depot / head office and relevant Britvic personnel.
- To highlight where orders are outside predetermined parameters to enable action to be initiated to achieve zero loss targets.
- To provide timely and accurate checks to ensure all orders are processed effectively.
- Investigate all order failures / shortages and provide resolution, action plan and relevant supporting comms.
- Channel aligned, but work cross functionally with collaboration and forecast managers, deployment, transport & warehouse providers and network execution to ensure best in class customer service in the most efficient way.
- Have an awareness level of S&OP and the role played and therefore impacts within the supply chain.
- Have full understanding and use of systems SAP, CMS (telephone query line) and customer service reporting.
- Ensure effective, clear and timely communication to relevant stakeholders.

**Knowledge, Skills & Experience Required**:

- Customer facing experience
- FMCG business experience
- SAP experience

We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive

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