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Customer Service Coordinator

2 months ago

Feltham, Greater London, United Kingdom Reed Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Coordinator to join our team at Reed. As a key member of our customer service team, you will be responsible for managing the planning, receipt, and action of all orders and queries to lead time.

Key Responsibilities
  • Order Processing: Ensure all customer orders are captured and processed within the expected timeframe/cut-off/lead time, checking stock availability and prioritizing orders as needed.
  • Customer Enquiries: Respond to customer enquiries via email, phone, or other communication methods, providing a best-in-class brand experience.
  • Credit Released Orders: Adjust and process credit released orders prior to the daily cut-off time (2PM) to ensure timely delivery.
  • Team Objectives: Contribute to the evolution of team objectives and procedures by identifying areas for improvement within the role.
  • Customer Service KPIs: Work with the team to maintain and improve customer service Key Performance Indicators (KPIs).
Logistics
  • Issue Resolution: Manage issues raised within the 3PL (Warehouse/Transport) Exceptions Report with customers and the Sales manager.
  • Stock Issues: Liaise with the logistics partner and internal Logistics team to resolve stock issues and non-compliance charges.
  • Export Documentation: Prepare export documentation to facilitate the movement of goods.
Collaboration with Customers
  • Relationship Building: Build relationships with Commercial Teams and Supply Chain teams to ensure a smooth flow of stock into depots.
  • Reporting: Monitor customer service levels, report stock shortages, manage product changes, and future stock levels.
  • Cost to Serve: Support the Line Manager in managing supply chain relationships, encouraging close collaboration and driving down end-to-end costs.
  • Customer Visits: Visit customers with the Sales & Supply Chain team to understand requirements, resolve issues, and strengthen customer relationships.
  • Collaborative Projects: Drive collaborative projects with customers to improve efficiencies within the current way of working while maintaining the level of service required.
Requirements
  • Experience: A minimum of 3 years of experience in FMCG experience in Supply Chain Customer Service.
  • Knowledge: A good understanding of Supply Chain processes, including Order through picking, loading & delivery POD's via SAP.
  • Marketplace Expectations: A good understanding of the Grocery marketplace expectations, including experience with JS, Tesco customer/Supply Chain.
  • Skills: Excellent attention to detail, strong PC skills including SAP & Excel, and excellent interpersonal and communication skills.