Customer Account Coordinator

2 weeks ago

Birchwood, United Kingdom Quintessential Brands Full time

**JOB DESCRIPTION**

**JOB TITLE**:

- Customer Account Co-Ordinator

**REPORTS TO**:

- Customer Service Operations Manager

**LOCATION**:

- Warrington

**BUSINESS AREA**:

- Operations

**BUSNIESS ENTITY**:

- G&J Distillers

**MAIN PURPOSE OF THE ROLE**:

- As a key member of the C.S. Team ensure optimum performance in line with company procedures. Must have excellent communication skills (written and verbal) and can work independently and as part of a team. Main areas include B2B account management, Stock reconciliation & 3rd Party Production collections and stock movements. Job holder must be able to multitask and work under pressure.

**DEPARTMENT STRUCTURE**:

- Head of Customer Service
- (internal & external)_

**KEY WORK RELATIONSHIPS**:
**Internal**

**External**
- Senior Managers
- Customers / Buyers
- Finance
- Distributors
- Procurement
- Technical & Financial Auditors
- Warehouse
- Hauliers
- Planning

***
- NPI

**KEY RESPONSIBILITIES**:

- Legal
- Company Insurance
- (Day to day tasks inc level of autonomy)_

**Operational**
- To own your customer accounts, be organised and ensure KPI’s are met.
- Liaising with shipping agents and hauliers (booking transport), preparing and issuing the required documentation in accordance with HMRC using in house and HMRC systems and creating the required HMRC certification
- Stock reconciliation for external production and stock levels.
- To participate and contribute in department / company process improvements and have a continuous improvement ethos.
- Key Trainer for department on system processes.
- To attend weekly meetings providing KPI data
- _

**KPI’**
- Develop strongly collaborative relationships with customer supply chain contacts, commercial managers and internal team members.
- (Financial budget responsibilities, targets and KPI’s)_

**Driving the top line**
- Ensure that all costs incurred in relation to customers’ accounts are collated/approved and recharged to the customer in a timely manner.
- Ensuring the timely reconciliation of stock journaling with Finance for accurate inventory reporting.
- (Continuous improvement, processes, and systems)_

**Efficiency**
- Maintain Process SOPs and ensuring the team is fully trained.
- Lead action driven internal supply chain team meetings with clear inputs and outputs.
- Support Customer Service Operations Manager in development of cost to serve analysis and reporting, to provide wider business with insight into factors within the supply chain which are driving increased cost/waste.
- Attend Customer meetings.Provide information inputs and outputs to ensure meetings deliver against agreed objectives
- Support logístical reviews to maximise service and efficiencies such as order frequency, lead time, vehicle utilisation and delivery times.

**KEY CHALLENGES**:

- Switching to collaborative partnerships with key customers
- Fast growth for Emerging large retailers, ongoing innovation - leading to rapidly growing expansion of SKU portfolio.
- Ability to thrive in a fast-moving environment that is undergoing significant positive cultural change
- Ability to work with teams across the globe from different cultures with colleagues speaking different languages
- Ability to work within a complex organisation.

**KEY SKILLS**:

- Pragmatic approach, to be able to prioritise tasks and manage own time.
- Ability to work within a fast-paced environment with multiple stakeholders
- Conscientious and responsible
- Outstanding clear and concise verbal and written communication skills
- Proficient in MS Office - Specifically MS Excel and Powerpoint
- In depth understanding of Customer & Shipping procedures and relevant compliance standards
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

**BEHAVIOURAL COMPETENCIES**:

- Challenge the status quo within Supply Chain and other functions.
- Customer focused / customer centric approach
- Capability to engage customers (internal & external).
- Problem solving skills
- Ability to improve processes and train the team with a Mentor approach.
- Strong stakeholder management skills with the ability to influence at all levels
- Ability to think strategically

**EXPERIENCE / QUALIFICATIONS**:

- Experience of working with Shipping and Hauliers.
- Experience of working with and presenting to Management level.

***
- Name (Job holder)
- Signed
- Date
- Name (Line Manager)
- Signed
- Date

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