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Customer Service Co-ordinator

3 months ago

Blackpool, United Kingdom Burtons Biscuits Full time

**Who are we ?**

We are FBC, Fox's Burton's Companies-And we bake the UK's most incredible biscuits (we might be slightly biased, but we will leave that for you to judge).

FBC was a match made in heaven, with two of the top UK biscuits manufacturers (Burton's Biscuits and Fox's Biscuits) coming together to create one unique, integrated company.

We are home to famous iconic brands, including Maryland, Fox's, Jammie Dodger & Rocky, to name just a few. We bake our incredible biscuits at eight bakeries across the UK, located at Ilse of Arran, Livingston, Blackpool, Llantarnam, Edinburgh, Kirkham, Batley & Dorset. We also have offices for our supporting services in St Albans, Liverpool and Moreton. Together, we employ circa 5,000 amazing employees across all our locations.

We are currently the second biscuit manufacturer in the UK market with a strong ambition of becoming the number two biscuit manufacturer worldwide.

We are proud to be part of the Ferrero enlarged family: such a fantastic and successful business. The Ferrero Group operates in more than 50 countries, with products sold in over 170 countries, represented by almost 38.000 employees worldwide, and a consolidated turnover of €12.7 billion (2020-21).

Along with our fantastic brand portfolio, we also have long-term agreements to manufacture several sweet & savoury snacks across Mars, Cathedral City, Marmite, Jacobs, and LU branded products. In addition, we are proud to be a strategic partner for many retailer-branded products.

Our employees make our business special. With strong family values, we believe FBC is a more prosperous and fun place to work with when people feel free to be themselves. We believe in the power of being authentic, entrepreneurial and supporting each whilst meeting our business goals.

And don't forgetwork hard but play harder

**What does your typical day look like?**

Be first point of contact for our retail customers regarding orders, claims and returns and ensuring they receive quality customer service throughout.

Other key actions will be but not limited to:

- To provide a professional and dedicated first point of contact for our retail customers.
- To ensure that optimum customer service levels are provided by means of liaising with both internal & external contacts
- To ensure that order entry is accurate and timely and to advise customers on all relevant aspect of their account or about our supply chain activity.
- To monitor actual orders against forecasted volumes & report deviations to the business
- The preparation and reporting of customer service level data internally and to our customers.
- To process distribution and haulage claims relating to qty, that are received in a prompt manner to maximise cash within the business
- Process owner for one of the following for the team: Claims management, Returns, Weekly reporting
- Liaise with internal departments to ensure stock availability and prompt movement of stock to avoid delays cost to customer and the business alike
- Providing ADHOC support to surrounding departments - logistics
- Generating export invoices for our export shipments

**What are the key ingredients needed for the role?**
- Competent in both verbal and written communication
- Good organisational skills and able to hit deadlines
- Customer service/supply chain knowledge
- An understanding of excel is required, advanced is preferred
- Good Telephone Manner
- SAP experience preferable but not required
- Ability to offer quality customer service to customers/stakeholders