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Customer Support Manager

2 weeks ago

Spalding, Lincolnshire, United Kingdom SHP Group Full time £90,000 - £120,000 per year

At SHP Group, we've built a strong reputation as one of the UK's leading importers and ripeners of bananas and fresh produce. Based in Luton, London gateway and Spalding, our business is fast-paced, innovative, and committed to delivering excellence to some of the nation's biggest retailers. As we continue to grow, we're looking for a talented Supply Chain Manager to join our dynamic team.

The Customer Support Team are responsible for managing the relationship of VAS with the customer. It is their responsibility to ensure the customer's needs are fully satisfied and that the customer receives excellent customer service. 

The role comprises of liaising with all internal & external teams to make sure the customer receives timely, accurate and up to date communications from VAS. This includes all reports to be sent in a timely manner each day and maintaining 100% accuracy. 

Responsibilities

  • Container Management

Manage all Inbound Container requests for Customers to ensure that their stock is readily available on site at Halo or other designated locations for storage. 

Receive PIN's from Customers in good time to obtain a VBS with DP World. 

Maintain Inbound Container Plan to ensure that each arrival has a booking slot to be unloaded in line with Warehouse Capacity to receive each day. 

Book all London Gateway Containers on LGW Container Portal each day, ensure all are picked up and have Vehicle Booking Slots allocated to them by the Port. 

Advise Warehouses each day of VBS for arrivals. 

Liaise with customers of any issues with their containers – customs HOLD, Invalid PIN's etc. 

Ensure that all containers are delivered as per Customer requirement to ensure no additional Port charges are applied due to late collections/returns. 

Assist customers with Direct Container Deliveries if required – external bookings with designated hauliers. 

  • PO Creation

Create all Customers inbound arrivals and ensure all stock is booked on a timely manner, correctly and efficiently with no exceptions. 

Actively liaise with VAS colleagues on a day-to-day basis on matters relating to arrivals and stock being booked in correctly. 

  • Chill Hub Management (external Warehouse Storage)

Manage all comms to Chill Hub regarding arrivals in and stock out. 

Ensure all packing lists are sent and inbound arrival sheet is sent in good time – at least 24 hours in advance of arrival. 

Book all stock onto Prophet as soon as notification from Chill Hub is received to ensure live time financials are correct (RH&D, Storage etc.) 

Despatch all stock from Prophet as soon as notification Chill Hub is received to ensure live time financials are correct (RH&D, Storage etc). 

  • Stock transfers back to HALO must have location in Prophet amended at point of despatch and updated on Intake Sheet to ensure that extra charges to customers are calculated correctly.
  • Customer Management

Be the customer facing point of contact for VAS. Answer the phone in a timely, polite and professional manner and ensure all customer emails are answered within the day by liaising internally with the respective departments within VAS. Minimize daily issues for the customer. 

Undertake general ad-hoc administrative duties, as required and as directed by the Senior Customer Support Manager or Head of Commercial Operations. 

Ensure that all practices and procedures are carried out in accordance with Company Policy and Health & Safety guidelines. 

This list is not exhaustive, and the job holder may be required to undertake other duties commensurate with the position as required. 

Qualifications;

  • Excellent Communications are essential – verbal and written.

Attention to detail is key as there can be financial implications due to the nature of the business. 

  • · Computer literate – various platforms used in this role including external Portals.


Shift Pattern:

5 days out of 7 

Shift Times:

Monday - Friday: 7am–4pm  

Benefits;

Very Attractive Salary

Excellent Pension Benefits

Free On-Site Parking