Customer Management Coordinator

**Main Purpose of the job**:
To service, maintain & build meaningful relationships with an existing customer base through daily call cycles, delivering excellence in customer service and account management, ultimately ensuring your customers stay with you and realize the benefits of stocking Pipers crisps

This job opportunity is a full-time office based position in our Pipers office.

Location: Pegasus Road
Elsham Wold
Brigg
North Lincolnshire
DN20 0SQ

Working hours: Wednesday pm 1pm-5pm, Thursday and Friday full time from 8.30-5pm

**Main Responsibilities (80%)**

1. Customer Management
- To manage and retain a large portfolio of customers, ensuring that customers remain engaged with the Pipers brand and products by building meaningful & effective relationships.
- To develop relationships with customers ensuring they take advantage of the full range of products available to them.
- Consciously upsell, both in quantity and third party products to each client, aligned to their needs and ordering patterns in order increase AOV’s and revenues
- To fully utilise the sales data and dashboards available to you, to analyse your own portfolio & client by client achievements and inputs
- To fully embrace “go to market” strategies by ensuring your customers are fully aware of changes & incentives to help their business grow and to stay committed to Pipers Crisps
- To understand if client’s needs change with regards to RTM’s and to always do what is right for the business, ie by servicing the client if they switch to Wholesale, recording this data effectively so we can assess market trends and changes
- To follow set procedures for the effective onboarding of all new accounts, ensuring each stage of the process is followed to enable achievement of our new business retention rates

2. Call cycle Management
- Manage and improve account retention on your portfolio, by use of effective call cycles in line with customers ordering patterns and business demands
- Revisit and reset call cycles to ensure that the Direct service best suits the customers changing business needs
- Continually cleanse your customer data, in order to ensure effective contact can be made with decision makers
- Hit daily retention rates, order & revenue expectations and effective call patterns by placing optimum pace and quality to working through your call cycles
- To “Act as owners” by embracing if another team member needs help with call cycle management in order to achieve for the overall team

3. Administration & Credit Control
- Utilise the POS range to ensure customers merchandising is right for their outlet and promoting the Pipers brand
- To manage accounts from purchasing to payment, liaising with finance to ensure effective credit control procedures are in operation.
- Collect outstanding balances before processing new orders by advising customers of the data

4. Customer Service
- To liaise with the Warehouse, Van Sales, Production & Logistics to ensure customer expectations are met.
- To keep errors and complaints to a minimum by ensuring that all aspects of customer service management are achieved on each call
- To follow the Trade complaints procedure effectively, in order to minimise impact on customers in the event of an error
- To liaise with other 3rd party suppliers, such as APC and Cartwright logistics to determine correct delivery for non Pipers van customers
- To provide regular feedback to your line manager on performance and consumer trends
- Communicate issues, concerns, areas to address in the everyday back to the Telesales Manager

5. Personal development
- To fully utilise the sales data and dashboards available, to self analyse your performance to KPI’s and objectives
- To fully embrace our learning and development culture by taking advantage of the Pepsico learning tools and to act upon training, coaching and development opportunities given to you

**KPI/Measures**:
KPI’s are measured daily, weekly, monthly and by Quarter.

Input KPI’s - Call numbers, talk and call time, 3rd attempts on 100% of the daily call cycle, Missed opportunities

Output KPI’s - Sales conversion rate, AOV, Total customer Retention, New business retention, Error management, Debt management and Performance to revenue targets.

**Essential skills and knowledge**:

- GCSE level education
- Ideally 1 years’ sales and customer service experience
- Good numeracy skills
- Excellent communication skills
- Planning and organising
- Accuracy
- Ability to work to deadlines and achieve targets
- Self-motivated and good time management
- Ability to maintain a high pace with a quality approach

**Salary & Benefits**:

- We offer a salary of £24,400 pa.
- Company mobile phone and laptop
- Regular sales incentives to be rewarded for your achievements
- Competitive Pension Scheme
- Paid annual leave
- Free parking on-site
- Staff discount shop
- Subsidised Canteen

**Job Types**: Part-time, Permanent

**Salary**: £24,400.00 per year

*