Customer Service Supervisor

3 weeks ago

Blackburn, Blackburn with Darwen, United Kingdom Pets Choice Full time

Position Title:
Customer Collaboration & Service Supervisor

Employment Type:
Full Time, Permanent

Pets Choice is a rapidly expanding manufacturer in the pet food sector, home to renowned FMCG pet brands.

Our offerings encompass a diverse range of products including food, treats, toys, accessories, and healthcare solutions for pets and small animals.

We cater to various distribution channels such as Grocery, Discounter, Wholesale, High Street Retail, eCommerce, Pet Specialist, and Export markets.

As we continue to grow sustainably, we are eager to enhance our exceptional teams to achieve excellence and establish ourselves as a leader in the pet industry.
Make Pets Choice, Your Choice.
This role involves managing day-to-day service and supply chain operations, reporting, and project/crisis management.

You will be responsible for ensuring timely and complete supply to our clients by proactively planning, addressing, and resolving service delivery challenges through close collaboration with customer supply chains and internal departments (operations, procurement, planning, and commercial) to meet the agreed customer service metrics for each account.

You will lead and supervise a Service Administrator.
You will be accountable for generating and distributing service reports to customers and internal stakeholders.
You will manage all external service-related communications, including shortages, resupply dates, or delivery estimates.

Building positive relationships with supply chain contacts is essential, as you will lead meetings, communicate service updates, and represent the customer’s voice in internal discussions.

You will be responsible for leading cross-functional project teams focused on implementing corrective actions that enhance our overall service and alleviate customer frustrations related to service and stock challenges.

Collaborating with operations, warehousing, forecasting, procurement, and commercial teams, you will develop a recommended stock allocation plan, which will be approved by the commercial leadership team and communicated to customers.

You will liaise with customers and internal teams to optimize business sales and product replenishment, ensuring maximum on-shelf and online availability by prompting reorder requests, adjusting forecasts, and managing stock replenishment targets.

You will identify and execute supply chain and order/service projects aimed at improving efficiency and profitability.

Working with cross-functional teams on new product listings, you will communicate project timelines and customer supply chain requirements to ensure they are integrated into critical paths.

You will actively monitor and keep customers informed about new product launches and range extensions, ensuring timely delivery or implementing risk mitigation strategies when necessary.

Supporting commercial and customer supply chain efforts, you will assist in the setup of product codes for activation on customer order systems.

You will be responsible for monitoring and ensuring adherence to the established order and supply processes, including revised pricing, minimum order values/volumes, and delivery requirements.

You will lead and propose improved operational methods related to service and customer supply chain management. A background in FMCG with experience in customer service or supply chain management is essential.
Experience in reporting and leading corrective action plans to enhance service and overall customer service KPIs is required.
Proficiency in analyzing business performance data, particularly in forecasting and service levels, is necessary.
Strong organizational skills and the ability to manage multiple projects simultaneously are crucial.
Proficiency in Microsoft Office, including Excel, Word, and PowerPoint, is expected.
Fluency in English is mandatory.

Candidates with experience in roles such as Customer Service Assistant, Office Assistant, Business Administrator, Supply Chain Administrator, or related positions may also be considered for this opportunity.

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