Customer Service Coordinator

Overview:
**Customer Service Coordinator**

**Zertus UK & Ireland, based at the Kinnerton Fakenham site**

Hours: 37.5, Monday - Friday, 08:30 - 16:30

**Responsibilities**:
**Sales Order Processing**
- Process sales orders according to customer/business needs, addressing issues promptly.
- Coordinate delivery bookings and re-bookings as needed.
- Maintain customer data in the ERP system.
- Manage clearance stock orders and communicate with warehousing for accurate stock allocation.
- Ensure accurate ERP order maintenance and housekeeping.
- Assist with export paperwork for EU deliveries.

**Customer Service**
- Handle customer account processes and queries confidently as the main department contact.
- Manage shortage reporting and order amendments.
- Monitor forecasts vs. sales to identify risks and escalate as needed.
- Build strong customer relationships to maintain high service levels.
- Coordinate with warehousing on stock control and service adherence.
- Lead weekly service review meetings with the Commercial and Supply Chain teams.
- Manage customer derogations and liaise with 3rd party warehouses.
- Address CSL issues as the primary contact.

**Stock Control & Returns**
- Coordinate stock transfers for customer order allocations.
- Oversee 3PL site reporting, ensuring accurate ERP transaction processing.
- Support stock management for items near or below MLOR, expedite derogations.
- Reconcile weekly stock balances with 3PL sites and resolve discrepancies.
- Manage stock replenishment in line with forecasts and order patterns.
- Handle stock rejections/returns, investigate causes, and follow up as required.
- Resolve stock query debit notes from finance by deadlines.
- Adhere to company policies for stock management.
- Facilitate stock takes and distribute related reports as needed.

**Service Level Reporting & KPIs**
- Coordinate daily/weekly service level reports and analyze shortage trends.
- Oversee CSL KPI data, escalate/challenge variances.
- Support the collection and distribution of Supply Chain KPI data.
- Collaborate with other departments for root cause analysis on service issues and share findings.

Qualifications:
We're looking for some one with the following skills/ attributes:

- Strong communication and relationship-building skills.
- Capable of prioritising tasks and managing workload independently.
- Able to work both independently and as part of a team.
- High attention to detail.
- Desire to work in fast-paced environments.
- Strong organisational skills.
- Problem-solving skills with a focus on efficiency.
- Motivated and ambitious to succeed.
- Proficient in Microsoft Office and able to learn new systems such as ERP systems.

Rewards Benefits:

- Attractive Company Pension Scheme and Life Assurance: Enjoy the security of a pension scheme and life assurance at x4 basic salary.
- Company-Paid Health Care Cash Plan: Access to a comprehensive Health Care Cash Plan through Paycare, with additional rewards for high street and retailer discounts.
- Generous Annual Leave: 25 days annual leave plus bank holidays
- Holiday Purchase Scheme: Purchase an extra 5 days of leave per year.
- Charity Involvement: Engage in charity fundraising and team events, with an extra day of paid leave for charity/community work.
- Staff Shop Discounts: Access exclusive discounts through our staff shops.
- Employee Values Awards: Recognize and celebrate our team's dedication.
- Referral Bonus Vouchers: Benefit from referral bonuses for bringing in top talent
- Training and Development Opportunities: Invest in your growth with ongoing training and development.
- Free Parking: Enjoy hassle-free parking at all our manufacturing sites and offices.
- Excellent Facilities: Relish in top-notch facilities, including a well-appointed canteen.
- ESG Commitment: Be part of our ongoing commitment to our ESG strategy, focused on protecting our people, communities, and the planet.
- Access to Grocery Aid Charity Support: Avail assistance through Grocery Aid, supporting our community and promoting well-being.