Senior Customer Management Coordinator

5 days ago

Brigg, North Lincolnshire, United Kingdom PepsiCo Full time
About the Role

PepsiCo UK is a leading manufacturer of food and beverage products, with a portfolio of iconic brands that are enjoyed by consumers around the world. As a Senior Customer Management Coordinator, you will play a key role in building and maintaining strong relationships with our customers, ensuring their needs are met and they remain profitable.

Key Responsibilities
  • Customer Management
    • Manage a portfolio of customers, building meaningful relationships and understanding their needs to ensure they remain profitable.
    • Prioritize customers to maximize revenue opportunities and hit revenue targets.
    • Develop and maintain relationships with customers, ensuring they are taking advantage of our full range of products available to them.
    • Focus on account retention, using effective call cycles and liaising with Business Development Executives to stay aware of customer buying patterns.
    • Ensure 'fact finding' calls are in place to stay up-to-date on customer developments and changes in the industry.
    • Manage Group accounts, updating the group accounts, bible, and potential documentation to realize priorities across the group portfolio and ensure excellence in customer management.
    • Conduct group customer meetings and follow up on identified accounts.
  • Administration & Credit Control
    • Utilize the Point of Sale range to ensure customers' merchandising is right for their outlet and promoting the Pipers brand.
    • Manage accounts from purchasing to payment, liaising with finance to ensure effective credit control procedures are in operation.
  • Customer Service
    • Liaise with the Warehouse, Van Sales, and Production to ensure customer expectations are met.
    • Provide regular feedback to your line manager on performance and consumer trends.
    • Follow the Trade complaints procedure effectively to minimize impact on customers in the event of an error.
  • Supervisory Duties (20%)
    • Undertake additional duties and tasks as requested by your line manager to ensure the team works effectively to achieve the vision of Pipers' Crisps in every Village, Town, and Suburb.
    • Be actively involved in the Induction process for new team members.
    • Act as a 'buddy' to colleagues as and when required, following Induction and additional training.
    • Prepare call details for team meetings and review call stats as part of the feedback process to the team.
    • Support and lead the team on Daily Development Meetings to offer direction and guidance in day-to-day tasks.
    • Review and identify where the administration role can be most effective in supporting the team.
    • Communicate issues, concerns, and areas to address in the everyday back to the Telesales Manager.
    • Act as a leader, helping colleagues with queries, challenges, and adhering to best practice in call cycle and customer management as part of your role.
    Requirements
    • GCSE level education.
    • Ability to use CRM systems and Microsoft Office applications effectively.
    • Excellent communication skills.
    • Planning and organizing.
    • Attention to detail.
    • Ability to work to deadlines and achieve targets.
    • Self-motivated and good time management.
    • KPI/Measures:
      • Call numbers, conversion rate, order value, talk time, retention, new business retention, error management, debt management, and performance to revenue targets.
    Opportunities

We are committed to learning and development opportunities to create a culture of lifelong learning.

We are an equal opportunity employer and comply with the Equality Act 2010, valuing diversity at our company as an essential part of our success. We do not discriminate on the basis of age, pregnancy or maternity, marital/civil partnerships, religion or belief, sex or sexual orientation, gender or gender reassignment, disability, or race, including colour, nationality, ethnic or national origin.

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