Senior Customer Care Associate

4 weeks ago

London, United Kingdom Prinova US LLC Full time

**Senior Customer Care Associate**

**Hybrid - Central London (Full-time, permanent)**

**COMPANY OVERVIEW**

Prinova is a leading global supplier of ingredients and premix manufacturing solutions for the food, beverage and nutrition industries. Prinova holds strategic stocks in 35+ centres around the world to ensure continuity of supply and has liquid and dry premix manufacturing facilities in the UK, China and the USA. Prinova's premix business is underpinned by over 40 years of experience in ingredient sourcing and distribution, servicing customers with global inventories, market expertise, and leading market positions in Vitamins, Amino Acids, Sweeteners, Preservatives, Proteins, Aroma Chemicals, and more.

**ROLE OVERIEW**
The Senior CCA Logistics will join a dynamic Logistics & Customer Care Team of over 25 people, with responsibility for managing 4-5 direct report. The LCST is responsible for managing the daily operations including imports, warehouses, deliveries to customers, exports outside Europe and demand planning.
- This role is essential in supporting the Customer Care Manager, will facilitate the effective delivery of Prinova’s fulfilment process to their customers, against defined KPIs and SLAs. The requirement of the role is not only to support a team of customer care the daily execution of the business, but to also engage with key projects, monthly reporting, team development and workload.
- All necessary training will be conducted on the job, and coaching and support will be provided.

**KEY RESPONSIBILITIES**
- Managing a team of 4-5 direct reports
- Coaching, training and developing the team:

- Performance reviews
- Inductions and support training plans for new starters
- Probation meetings for new starters
- Interviewing and recruitment
- Project work
- Maintaining a positive attitude and keeping morale high within the team
- Managing the order fulfilment process for UK & European customers, ensuring that products are delivered in accordance with customer requirements
- Direct involvement in managing operations for key accounts for the responsible regional area, ensuring the highest level of customer service and driving continuous improvement
- Liaising with internal and external stakeholders (customers, suppliers, 3rd party providers and internal functional areas)
- Responsible for supplier evaluation, performance within the responsible region, including the negotiation of rates and ensuring contractual conditions are upheld and meet SLA expectations
- Support the monthly reviews with our warehousing and logistic partners
- Support the annual haulier tender process
- Support regular reviews with regional managers where appropriate to ensure the commercial strategy is aligned with the logistics and warehousing strategy
- Responsible for non-conformance reporting and closures
- Monthly KPI reporting (OTIF, small batches, inventory management, etc.)
- Driving CI and efficiencies across the team with the aim of meeting performance targets
- 1st point of contact for escalations for regional area of responsibility
- Ensure that SOPs are in place, regularly reviewed and updated
- Facilitate regular team meetings and cross functional reviews where necessary
- Ensuring the best customer service across all responsible areas
- Actively promotes team spirit and the planning of team building events
- Support Logistics Manager where deemed appropriate

**CORE COMPETENCIES/PERSON SPECIFICATIONS**
- Native level fluency in English is essential and an additional European language is highly desirable
- Must have minimum 5 years’ experience in logistics.
- Must have experience in FMCG
- Vast experience in handling key accounts is essential.
- Strong leadership skills, keen to develop yourself and others, educate and drive change from within.
- Detail oriented with excellent organisational skills
- Self-motivated, flexible and able to adapt to changes in circumstances, as well as difficult and challenging operational situations
- Must have experience in logistics
- Experience on any ERP system
- Enthusiastic and eager to learn
- Outstanding business communication skills, both written and verbal
- Professional business presence and acumen
- Self-starter, and happy to take the initiative
- Commitment to customer service (both internal and external) with a proactive approach
- Strong ability to multi-task with results-oriented mind-set
- Calm individual who can operate under pressure, manage deadlines, and the demands of a busy and expending business
- Have enthusiasm for a fast-paced, dynamic environment where products and programs are evolving as the business grows

**Interested?

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