Customer Service Operations Specialist

4 weeks ago

Alfreton, Derbyshire, United Kingdom Ferrero Full time
About the Role:

We are seeking a highly skilled Customer Service Analyst to join our team at Ferrero. As a key member of our customer operations, you will be responsible for driving seamless service for a key portfolio of clients. Your primary focus will be on ensuring that every order is managed with precision from start to finish, building strong partnerships with customers, influencing product delivery schedules, and coordinating with teams to keep everything on track.

You will play a crucial role in ensuring seamless customer order processing, striving to meet service level targets by proactively managing orders against forecasts. Balancing customer volumes, handling seasonal commitments, and communicating any variations to customer demands will be key parts of your responsibilities. Keeping comprehensive customer records ensures that the team can provide uninterrupted support even in your absence.

You will develop solid relationships with our 3rd Party Logistics providers to guarantee that orders are fulfilled according to customer expectations. This includes tracking deliveries, resolving issues with returned products, and coordinating closely with finance when necessary to ensure everything runs smoothly.

Working alongside commercial teams, you will closely monitor customer forecasts, tracking product intake and seasonal changes. Your keen eye will flag any discrepancies or over-consumption, helping to balance demand and ensure that customer needs are met efficiently, maximising sales while minimising excess stock.

Building and nurturing strong partnerships with customer contacts will be central to your role, creating trust and collaborative ways of working. You will also support the broader Customer Operations Team in developing innovative approaches and step in to help your teammates whenever needed to maintain high service levels.

You will be instrumental in driving continuous improvement within our operations, working with the team to optimise processes that lead to service and cost enhancements. Your focus on performance metrics like order fill rates and shelf availability will help us deliver the freshest products to our customers while ensuring that our internal targets are consistently met.

Collaboration will be key as you build strong ties across our Supply Chain team and maintain effective communication with all stakeholders. By aligning with Demand, Distribution, Supply Planning, and our logistics partners, you will ensure that customer requirements are clearly understood and fulfilled to the highest standards.

Key Responsibilities:
  • Manage customer orders with precision from start to finish
  • Build strong partnerships with customers and 3rd Party Logistics providers
  • Monitor customer forecasts and track product intake and seasonal changes
  • Develop and implement process improvements to enhance service and cost efficiency
  • Collaborate with Supply Chain team and stakeholders to ensure customer requirements are met
Requirements:

To excel in this role, you will need strong customer service skills, solid organisational abilities, and professional communication and interpersonal expertise. Effective problem-solving skills are key, particularly when managing tasks under pressure.

We are looking for detail-oriented, results-driven individuals with a customer-centric mindset. The ability to work independently and stay effective under tight deadlines is crucial. Strong numeracy skills and an analytical approach are also highly valued.

Experience in customer supply chain operations, especially within FMCG networks, will be a significant advantage, helping you better understand and meet customer needs.

About Ferrero:

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella, Tic Tac, Ferrero Rocher, Raffaello, Kinder Bueno and Kinder Surprise. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is revered by generations around the world. The secret to our global success? 40,000 devoted employees who celebrate care and quality to craft a business, careers and brands we are proud of.

We are committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero.

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