Customer Specialist Team Leader

Date: 01-Aug-2019

Location: GB

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Job Profile

 

Purpose of Role

 

To provide operational support to Customer Service Manager on key customer service activities and projects.  To further manage customer orders, shipments and associated commercial activities in line with business plans.

 

Main Responsibilities

 

  • Processing customer orders, including the management and co-ordination of
    stock requirements to meet target despatch dates.
  • Responsible for processing of customer complaints from receipt to reimbursement, ensuring that full investigation is undertaken to the satisfaction of customers.
  • Ensuring a high level of communication with customers covering all aspects of the business beyond order requirements such as forecasts, stock depletion rates, marketing information, product information.
  • Preparation of export documents in line with HMRC/Chamber of Commerce/Embassy guidelines required to assist clearance of goods in market as well as associated documentation to register brands in market.
  • Ability to prioritise workload and proactively deal with customer accounts.
  • Manage pallet ordering and inventory and support NPD through CAPE pallet proposals.
  • Work with Customer Service Manager to ensure integrity and accuracy of SAP master data.
  • Provide support to Customer Service Manager in the use of monthly phased budget platform to monitor allocations, customer and inventory trends, and recommend short term forecast adjustments.
  • Assist Customer Service Manager in respect of monthly KPI reporting.
  • Provide focus for CRM training, optimisation and further system developments across the Customer Service team and in line with the needs of the business.
  • Continue to build on the market categorisation project to manage and develop relationships with customers and Sales team to ensure customer service excellence.
  • Provide reporting and auditing assistance to ensure compliance with HM Revenue and Customs regulatory requirements for storage and movements of goods and management of imports and exports.
  • Support the Customer Service Manager with key projects (eg warehouse interface, MRP and S&OP) as required by the needs of the business.
  • Provide absence cover and support for Customer Service Manager in respect of operational activities.  

 

Scope of Role

 

  • Individual discretion in decisions relating to despatch, logistics and order management issues will generally be medium-high.
  • The job requires close liaison with other departments particularly Sales, Marketing and Production to ensure smooth, quality, customer service.
  • The role encompasses dealing with internal and external customers and requires an adaptable, forward thinking, positive attitude.
  • Problem solving skills in relation to stock, order and shipment issues which are time critical.
  • The role requires some business travel.
     

Working Conditions

 

  • The working hours will be 08:30-17:00 Monday-Thursday and 08:30-12:30 Friday.
  • During November/December – one Friday to 4pm (Team Rota)
  • Attendance at trade fairs, exhibitions and assisting with customer visits to distilleries as required.
  • Required to work additional hours as necessitated by the needs of the business.
     

Personal Profile
 

  • 5+ years’ experience within a Customer Service function within an export environment.
  • Previous Team Leader experience
  • Language skills would be advantageous (Spanish)
  • Previous experience in the Whisky/Drinks industry would be advantageous
  • Proficient in SAP or other ERP database functions.
  • Excellent written and oral communication skills. 
  • Practical and innovative.
  • Strong interpersonal skills. 

 

Preferred Qualifications
 

HND or equivalent in Business Studies or Institute of Export Qualification.

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