Customer Services Co-Ordinator

1 month ago

Farcet, United Kingdom CV-Library Full time

British Sugar is a home-grown success story and one of the most efficient and competitive beet processers in the world. Around 3,500 farmers based in East Anglia and the East Midlands supply our four advanced manufacturing sites with eight million tonnes of sugar beet every year. We, in turn, make this in to over 1 million tonnes of sugar, serving customers across the UK, Ireland and increasingly growing commercially in the EU and world sugar markets.

Salary £31,840.00

Job Purpose The focus of this role is to manage a portfolio of customers to the highest standard to deliver best in class service as the sugar supplier of choice. The role will administer all types of order entry systems and amendments, as well as after sales support for customers in regard to invoice management, returns/credits, complaints and order queries. The role sits within the Commercial department, reporting to the Customer Services Manager and interacts with the Sales Team, Business Planning, Logistics, QESH, Finance and Customer Supply.

Core Accountabilities
Responsible for all order entry, amendments and queries– Sugars, Non-Sugars and consignment orders
EDI and OCR (order processing systems) order amendments and query resolution
Responsible for customer returns and credits administered through RMA process in conjunction with hauliers and site of origin
Weekly audit check for invoice issue to customers (OTIF)
Account ownership for dedicated set of customers – to include account support required by the sales team, market insight/intelligence and master data management for commercial, supply chain and finance.
Customer visits for relationship building and support for Commercial and Supply Chain
Short term demand planning to support production planning and logistics
Ownership of customer services information fed through the account management process - including market insight and data, customer feedback and any other account support required. Responsible for keeping CRM system up to date of any changes in customer details.
Average load-size improvement and upselling to drive profitability
Demurrage and additional charges enforced in line with service level agreement
Reconciling stock queries and account queries direct with customers
POD chasing/tracking on request
Providing high level of customer services consistently Skills, Knowledge & Competencies
Intermediate level English, Maths and IT (Microsoft Word, Excel and Outlook)
Strong experience of working in a customer service environment
Excellent verbal and written communication skills
Problem Solving and Adaptive thinking
Ability to organise and prioritise

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