Customer Services

**Supply Chain & Customer Services Admin Assistant**

**Overview**

Job Title: Supply Chain & Customer Services Admin Assistant

Department: Production Planning

Reports to: Production Manager

Direct Reports: n/a

Indirect Reports: n/a

**Company Overview**

Who we are?

**Mission/Overview/Scope**

To support planning & customer service team, working closely with the Planning & Customer Liaison Manager to delivery first rate customer experience as a front-line contact, performing customer services from order to repeat custom.

Daily interaction with all parts of the supply chain process to ensure ‘On Time & In Full’ (OTIF) delivery of customer orders while minimizing cost impact to the business.

Reporting to the Production Manager, you will work in partnership with wider business particularly operations & sales to ensure alignment on customer requirements.

To promote a safety conscious workplace, ensuring compliance with the Company’s Health & Safety policy and adherence to current H&S legislation

To adhere to the Company’s Environmental Policy

**Key Tasks**
- Order processing / Generic Tasks:

- Taking and processing of daily orders including providing written or verbal confirmation of order with relevant customers.
- Policing of business standard MOQ’s, ensuring customer order in line with agreed MOQ’s
- Working alongside the Purchasing, Production and Quality teams (operations) to ensure orders are processed and delivered according to any Customer SLA in place (Service level Agreement); liaising with the transport/warehouse department to ensure deliveries are made OTIF and then respond and keep customers up to date with order process by E-mail or phone.
- Involvement with planning meetings & be a representative at new launch meeting where appropriate.
- Daily reporting and account management, Checking back order reports, generation of route cards, managing and following up on any items on QA hold that will effect OTIF, reviewing out of stock reports with the supply chain team, managing on a rotational basis the daily workload of Inbox, weekly service level report OTIF by exception, general running of the planning & customer services area, maintenance of 5S principles in the office.
- Utilising the production planning tools, ensure that all customer orders are fulfilled on time in full, able to achieve planned dispatch times & customer expected delivery date, maximizing throughput whilst minimizing plant downtime.
- To communicate daily delivery requirements with the transport business partners (internally & externally), ensuring that planned dispatch times are met, optimal truck utilization inc. best price per pallet are achieved
- In a timely manner, accurately ensure that all raw materials stock usage is recorded on the MRP system, investigating all stock discrepancies with the relevant parties & maintaining a log of all resolutions.
- Where appropriate and with suitable training offer customers additional products and services when they call to place orders. Manage general telephone queries and direct to relevant people taking messages where appropriate.
- Customer focus (retention/organic growth)
- Managing all customer queries outside of order processing including management of customer complaints, ensuring new leads are passed to relevant sales managers and sharing potential new leads if appropriate.
- Implement strategies to manage inventory issues with limited impact to customers.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Education & Experience Requirements
- Educated to a level that promises a high level of communication skills. This individual should be professional and friendly, with a good telephone manner when talking to customers, particular active listening.
- Proven experience of working within a team; driven by high standards of customer focus and strong company ethics as part of a target driven structure
- Understanding of selling: previous experience in telebusiness/telesales departments is ideal but not essential. A willingness to learn is critical.
- Ability to problem solve and manage situations in which the individual may have to investigate before response.
- A desire to perform to perfection and a keen eye for attention to detail and accuracy is essential.
- Fun and outgoing behaviours are ideal, cultural fit is essential and a supportive team dynamic is paramount to succeed.
- Good computer skills, with understanding of Excel

Pay: Up to £28,000.00 per year

Additional pay:

- Performance bonus

**Benefits**:

- Bereavement leave
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Life insurance
- On-site parking

Schedule:

- Monday to Friday

Application question(s):

- Must have ability to get to site with own transport

**Experience**:

- Supply chain: 1 year (preferred)

**Location**:

- Kent ME9 8BJ (preferred)

Work Location: In person

Reference ID: JD/01