Uk Customer Service Team Leader

6 months ago


AshbyDeLaZouch, United Kingdom pladis Full time

Want to help us bring happiness to the world? Want to join an ambitious and fast growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure and people? Then this is the place for you.

As proud bakers and chocolatiers and custodians of iconic global brands, we don’t compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits.

To succeed at pladis you need to be purpose-led, resilient and positive to succeed here because we expect pace and agility, we insist on collaboration and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact

Click “Apply” to get started.

What will this role achieve?

This role sits within our UK Supply Chain, based at our Midlands Distribution Centre (MDC) at Ashby-de-la-Zouch. You will look after a team of 6 Customer Service Coordinators with Team Lead responsibilities supporting Grocery, Convenience, Discounter & Wholesale customers.

The Team Leader must build relationships internally with other management teams within Supply Planning & Commercial to keep service to our customers as high as possible as well as hit our monthly commercial KPI’s. They must also build strong external relationships with customers to help save costs within the supply chain and drive efficiencies and excellent customer service.
- Note this role will be a 12 month FTC, and will be _site based, 4 days in the office, 1 day WFH._

What will be your key deliverables?
- Managing and leading a section of the supply chain customer service team to drive excellent Customer Service to all pladis customers.
- Running a daily service call internally to keep up to date with service issues across our factories and challenge our ops planning teams as well as your own team to mitigate any service impacts.
- Ensuring each team member consistently meets our business-critical goals.
- Working closely with the Head of Customer Supply to ensure we are focusing on delivering excellent customer service and driving route to market efficiencies for both pladis and our customers.
- Have a good understanding of our Manufacturing sites and Supply Planning roles in order to maximise Service and stock availability.
- Handle communication links internally within pladis and externally to our Customers.
- To assist and provide account data analysis for our Customer Service department.
- Assist with Quarterly Customer reviews by collating data, producing presentations with service graphs and account supply history and corrective action plans.
- Maintain internally all shared critical metric reports.
- Point of contact for Customer issues, working closely with pladis Commercial teams to identify solutions.
- Mentoring and developing members of the customer service team, identifying talent for progression and further training requirements.
- Support the MDC operation with volume prediction, working closely with Collaboration Managers and Commercial teams to establish sales v forecast and areas of focus to maintain efficiencies for the site and gaps in sales.
- Educating the wider business teams in Supply Chain.
- Provide pro-active, efficient, flexible and methodical leadership, be able to lead a team of customer service co-ordinators to ensure agreed Service Level Agreements and business objectives are achieved within timescales specified.
- Reviewing of all metrics to meet Customer service level expectations.
- Reporting both internally and externally ensuring service reports are issued at agreed timings and required standards.
- Work closely with all the customer service co-ordinators to develop and enhance our customer service agenda, ensuring the team are the customer champions within pladis
- Supporting Commercial team in Chiswick enhancing customer contact and an aligned supply chain and commercial approach with all customers.
- Project support for function and cross functional led initiatives.

Bring your experience

Essential
- Validated supply chain, logistics and customer service experience
- Proficient in use of Excel, PowerPoint and Word
- Self-starter with ability to work on own initiative and remain calm under pressure
- Proven influencing skills and is an effective communicator
- Proven problem solver with ability to think laterally
- Adaptable to quick changing situations.
- Strong problem-solving skills
- Confident decision maker
- Team player
- Leadership
- Communication
- Decision making

Desirable
- Ideally have held a previous Team Lead role in a customer facing environment
- FMCG Experience
- Experience of using SAP

Our Purpose

Bring happiness with every bite

It’s a purpose that every one of our colleagues, all around the world believes in. And while we’re all



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