Customer Service Executive, Customer Service Executive

6 days ago

Craigavon, United Kingdom Pilgrim's Europe Full time

Customer Service Executive
Location:
Craigavon- 5 days onsite

Reports To:
Customer Service Manager

Contract Type:
Permanent

Role Purpose
To provide analytical support, strategic direction, and effective communication across multiple categories for Pilgrims Europe. This role ensures alignment between internal teams and customer stakeholders, driving supply chain excellence and delivering best-in-class customer service.

Key Responsibilities

  • Deliver clear daily service communication, including root cause analysis and corrective actions.
  • Own short-term forecasting (current week, +1, +2) for core and promotional volumes.
  • Collaborate with commercial teams on medium and long-term planning.
  • Build and maintain strong relationships with supply chain contacts and buyers.
  • Conduct monthly KPI reviews with customer supply chain contacts and internal complex functions.
  • Lead seasonal event planning and management (e.g., Summer RTE, BBQ, Christmas).
  • Ensure accurate master data setup at 3PLs for all launches and EPDs.
  • Manage NPD volume planning for launch day, week +1 and +2.
  • Drive supply chain compliance with production sites and customer depots.
  • Communicate continuity plans for disruptions (e.g., site breakdowns, weather).
  • Educate customer stakeholders on product constraints (e.g., bird weights, capacity).
  • Lead supply chain elements of CI and Value Chain projects for Pilgrims
  • Promote clear ownership and governance across supply chain activities.
  • Collaborate with commercial and operational teams to align customer expectations.
  • Champion Pilgrim Europe's reputation as a "best in class" customer service provider.
  • Manage Day 3 orders to reduce second-choice disposal costs.

Measurable Outputs

  • CSL tracking reports
  • Forecast and bias reports
  • Value Chain project financial returns (Project Value Trackers)
  • Monthly KPI dashboards for complex visits and customer meetings

Essential
Knowledge, Skills & Experience

  • 1-2 years' experience in supply chain, operations, commercial, or customer service.
  • Strong analytical skills with data-driven decision-making ability.
  • Knowledge of supply chain systems and processes.
  • Excellent written and verbal communication.
  • Proficiency in Microsoft Office tools.

Desirable

  • Experience in similar roles across industries.
  • Understanding of UK and Ireland food sectors.
  • Familiarity with retailer web-based tools.
  • Experience with QlikView reporting tools

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