Working for one of the largest most successful FMCG business' in the world with many No. 1 brands. You will be responsible for the flow of order information from the customer and the supply of information back to the customer. To be successful you will need to have a passion for delivering great customer service, an eye for detail and the patience of a saint! You want to have full accountability and responsibility for ensuring orders are placed and processed in a timely manner, whilst ensuring our customers always know where their products are.



Responsibilities/Accountabilities

Taking the order and managing order queries

Actively resolve customer queries regarding shortages and delivery failures through regular liaison with Logistics Manager and Distribution Centre.

Proactively manage customers orders for new product introductions, promotional variants, delivery timing, (e.g. if in short supply) or alternative products.

Build strong working relationship on commitment to excellent customer service.

Discrepancies in a timely manner to the Finance team.

Process & analyse credit claims relating to delivery

Be fully aware of service levels for Major Accounts and be able to prepare data relating to order volumes and service levels for Logistics and Sales review.

Understand and work with the customer to achieve an acceptable service level - this requires a pro-active approach with a clear view on what can and cannot be achieved.

Communicate and display specific performance KPIs for Major Accounts.

Pro-actively communicate and monitor customer key service indicators to ensure on-shelf availability.

Maintain Customer Websites with a view to collaborative planning of orders.



Skills and Competencies

Experience of working within an FMCG, blue-chip environment

Currently working in a order processing or Customer Service role, with a confident telephone manner and good verbal and written communication skills.

Calm and courteous under pressure, with an good telephone manner

Prepared to take responsibility and use initiative to resolve any issues quickly and efficiently

Knowledge of Excel/ Access and accurate data entry skills.

Requirement for the individual to be contracted to work in rotational basis in the team to cover Bank Holidays, and on occasions weekends.



Suitability for positions will be judged on relevant professional criteria relating to knowledge, skills and experience and there will be no discrimination on any other grounds