Customer Service Associate, Amazon

5 months ago

Frimley, United Kingdom SC Johnson Lifestyle Brands Full time

**Customer Service Associate, Amazon - FTC 6 months**

We are looking for our next Superstar to join the Customer Service Team based in the UK

You will be responsible for developing effective relationships with our main customers with a special focus on Amazon account. If you are a proactive Team player and you are eager to learn, we want to hear from you

**Location**: Frimley

**Contract type**: 6 months contract - full time

**People Leader**: UK Supply Chain Manager (UK SCM)

**Function**: Supply Chain

**What’s in it for you?**
- Competitive pay & benefits
- Flexible working hours + Summer hours
- ‘Build your own’ learning programme
- Free breakfast & snacks
- 25 days annual holiday + additional days after service
- Pension, Life cover & Health Insurance & income protection
- Volunteering days
- Season ticket loan
- Wellness days

**Overview**:
The UK is key to the long-term success of Lifestyle Brands Europe. Delivering world class customer service levels to our customers here is critical to us delivering on our lofty growth ambitions. Working in a Team with 3 other CSA’s, you will be delighting our customers with precise & accurate handling of orders and proactive communication when faced with any issues mainly working with Amazon account looking into cost to serve opportunities and order volatility. You will have a knack for developing extraordinarily effective relationships with your customer contacts to help you deliver a world class service while balancing business needs. You will report to the UK Supply Chain Manager and partner closely with all the relevant account managers and other CSA’s in the UK region.

**Responsibilities**:

- Accurately & precisely enter/process orders in SAP within 24 hours of receipt
- Manual order entry and confirmation to customer
- Processing EDI orders
- Resolving blocked EDI orders in SAP to ensure orders don’t get stuck in the matrix
- Support Amazon account
- Be the main point of contact for Amazon
- Maintaining Vendor Central, updating availability in Vendor Central
- Provide a world class service to our customers
- Be the point of contact for resolution of day to day delivery / order / service issues / returns for customer
- Communicate volume cuts, shortages, and availability dates with customers. Tracking shortages weekly
- Implement best practice ways of working to drive service excellence
- Engage and develop ideas for customer service optimization
- Maintain customer information bibles
- Upon request, provide customer specific service updates to key stakeholders
- Manage an effective and efficient relationship with our warehouse & logistics partner
- Investigate delivery variances / shortage notes with customer & warehouse to agreed timescales
- Escalate and collaborate with logistics/sales/planning manager/supply chain manager where relevant to balance service excellence and cost
- Manage the integrity of our customer data in SAP
- Update customer data as required / link barcodes to customer product codes for any new listing for EDI customers / link retailer SKU number to our products/manage substitutions
- Best supporting role
- Provide cover within the existing CSA team for other grocery/retail/wholesale/e-comm customers where required
- Support local sales team with ad hoc volume requests, order details, product queries, samples requests
- Work with our finance team to resolve customer stock queries
- Help instill company values within the team, with focus on a solution-based approach to problem solving

**Experience you’ll bring**:

- Customer service experience preferably in a B2B operation
- Working knowledge of SAP in an FMCG environment is desirable but not mandatory (we can teach you)
- Previous experience of working with Amazon account and Vendor portal would be an asset

**Superpowers you’ll have**:

- Great positive communication skills, both internally and externally while demonstrating passion, eager to learn new things, patience, and empathy
- Diplomatic approach to challengeswhilst having the backbone, guts & charm to get the job done
- Consistently high standards & high attention to detail
- The personality and energy to set and add to the team vibe in our offices

**About us**:
We are the people behind method + Ecover. We’ve always done things differently - we’re fearless thinkers, mad scientists and adventurous designers who believe that making soap leads to brave ideas, bold inventions and beautiful bubbles. We started small but we have big plans to make the world a cleaner, greener, more colourful place. We invite everyone to join us as we pioneer a future where doing business is doing good for all.

Let’s get one thing straight - you’re not coming here to just sell soap, or cleaning products. You’re joining us to move the hearts, souls and minds of others all over the world that see the world differently. We think about cleaning as an act of creative expression, a gesture of rebellion, and, yes, an esc

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