Customer Service Assistant

3 days ago

St Albans, Hertfordshire, United Kingdom LotusBakeries Full time

Lotus Natural Foods, the healthy snacking division of Lotus Bakeries and a portfolio of 5 incredible brands; BEAR, TREK, nakd. Kiddylicious and Peter's Yard, all having their own distinct proposition and role within our business.

We have great ambitions for all our brands, ensuring that as a business we deliver sustainable growth over the long-term. We believe that taste and quality are 100% of what underpins us as brand leaders within our categories, and what pulls us apart from our competitors. All of our brands started right here in the UK, as the first market for distribution, but over the years we can now be found across the globe, our ranges have got bigger, along with us as a business.

To date we have achieved so much, but there is still plenty of room to grow further and that means we need more brilliant people, those that share an ambition for making a difference and want to join us in delivering the next chapter of growth. Fancy getting involved, then read on…

The key focus areas of the role and where you will spend the majority of your time are:

  • Processing domestic and international sales orders received via email or EDI daily and providing excellent customer service to our customers.
  • Resolving all sales order queries, liaising with our customers to resolve any issues, escalating when necessary to your line manager.
  • Advising the sales account managers of customer shortages.
  • Maintaining a close relationships with the Inventory team and 3PL to ensure stock availability to fulfil sales orders on a daily basis and helping to achieve agreed service level targets.
  • Ensuring that all orders are routed and outbound deliveries are transmitted to 3PL for despatch.
  • Monitoring and fixing SAP idoc errors on a daily basis.
  • Participating and contributing to weekly team meetings.
  • Advising the sales account managers of customer shortages.
  • Reviewing the operational performance on Vendor Central for Amazon
  • Working closely with the Finance Team & 3PL to set up new accounts, pricing, Ship-To records and other Customer Master Data in SAP
  • Investigating and raising credit notes against customer claims.
  • Participating in weekly team meetings. Contributing ideas for profit improvement, cost reduction, system and process improvement.
  • Working closely with the Finance Team & 3PL to set up new accounts, pricing, Ship-To records and other Customer Master Data in SAP.
  • Raising export documentation as necessary.

Any other duties, which might reasonably be requested in association with this role in order to meet the needs of the business

From playful snacks like BEAR to artisanal treats like Peter's Yard, this is your chance to make a real mark. Alongside living our TOP values of Team Spirit, Open Dialogue, and Passion, the most important things we're looking for from you are:

  • Numerical reasoning
  • Analytical ability
  • Attention to detail
  • Strong written and verbal communication skills
  • 2 years FMCG experience ideally gained within the food industry
  • Intermediate IT skills including Excel
  • SAP experience would be advantageous
  • Maintaining a professional and constructive relationship with customers.
  • Be a team player, we all get stuck in to achieve results here at Lotus Natural Foods and we love our team to look beyond their own role, whether that be contributing to innovation workshops or building upon ideas to amplify the overall result that perhaps sit outside of your role.
  • Culture is hugely important to us here at Lotus Natural Foods and we look to our employees to positively contribute to that.

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