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Supply Chain Customer Service Manager
3 months ago
Position Title: Customer Service Operations Lead - Supply Chain
Employment Type: Permanent
Location: United Kingdom
About Princes Limited: Princes Limited is a prominent player in the food and beverage industry, employing over 7,000 individuals across various locations including the UK, Netherlands, Italy, Poland, France, and Mauritius. We pride ourselves on producing a diverse range of food and drink products that are responsibly sourced and enjoyed by consumers daily.
Role Overview: The Customer Service Operations Lead is responsible for overseeing the delivery of customer service to multiple Retail and CFI accounts. This role involves monitoring all facets of supply performance, from demand forecasting and order processing to delivery execution, ensuring that service levels are met within budgetary constraints.
Key Responsibilities:
- Develop and maintain a rolling 24-month demand plan based on sales forecasts, historical data, seasonality, and promotional activities.
- Ensure customer service targets are achieved while adhering to inventory management guidelines.
- Gain a comprehensive understanding of customers' internal supply chain systems and web-based platforms to enhance supply chain performance.
- Maintain system parameters in accordance with commercial agreements regarding load fill, lead times, delivery schedules, and order multiples.
- Directly manage Customer Development Managers, Demand Planning Managers, and Customer Planning Managers, while indirectly overseeing Order Fulfilment Assistants to ensure optimal staffing levels.
Accountabilities:
- Responsible for a forecasted turnover of £ million and 40 million forecasted cases.
- Accountable for achieving demand forecasts over a three-month horizon.
- Generate a robust demand signal for the upcoming 12 months to drive financial projections.
- Report variances in demand forecasts and manage team development and leadership.
Essential Qualifications:
- Strong understanding of supply chain principles and processes.
- Proven ability to meet tight deadlines and manage multiple priorities.
- Excellent negotiation and influencing skills at senior levels.
- Experience in people management and team leadership.
- Proficient in customer-based supply chain systems.
- Solid grasp of statistical methods and accuracy measurements.
- Familiarity with stock planning processes from forecast creation to requirements planning.
- Understanding of sales and marketing promotion planning.
- Ability to analyze data effectively and present findings clearly.
Skills Required:
- Exceptional verbal and written communication skills.
- Strong customer empathy and relationship-building abilities.
- Advanced knowledge of SAP and Excel is desirable.
- Expertise in planning and data analysis.
