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Customer Service Exec

Location: 

Andover, HAM, GB, SP11 8EZ

Req ID:  23427

Rich’s has been able to pull off something rare in the business world: a culture that successfully blends the latest business practices with family values.  That means our associates are able to work for a great company while also benefiting from a work environment that fosters world class professionalism combined with family intimacy.  Our benefit offerings are reflective of this unique blend of Life, Work and Family .

PURPOSE STATEMENT

  • Demonstrate the “Rich Experience” for all internal and external customers.
  • Play an active role in delivering against departmental KPI’s and supporting the Sales Team

KEY ACCOUNTABILITIES/OUTCOMES

  • 2 way scorecard sharing with Customers to drive joint process improvements.
  • Maintenance of Cost to Serve database to track the cost of activity or behaviours of Customers that drive cost into the total delivered cost, root cause and corrective actions.
  • One call issue resolution.
  • Manage key accounts and support the wider Customer Services team on additional accounts when necessary.
  • Customer Service trend analysis to drive improvements through the supply chain.
  • Build excellent rapport with all Customers; demonstrating effective product knowledge and providing excellent customer satisfaction.
  • Provide insight into Customer ordering to establish gaps in ordering patterns and provide recommendations accordingly.
  • Ensure all stock of “make to order” (MTO’s) / agreed volume are ordered and sold to the Customer on time and in full.
  • Liaise with the Planning team to ensure successful customer delivery and pro-actively communicate on order shortages and/or amendments as necessary.
  • Support product lifecycle management to include the launch, delist and change of any SKUs in conjunction with Sales and Planning. Ensure smooth and effective changeovers with zero write offs.  Produce necessary and appropriate business communication to ensure all stakeholders are aware of any changes to products.
  • Work with the Technical team to co-ordinate and assist with any product quality concerns, product recall or withdrawals.
  • Update and maintain the ERP system and use the data to help support Customer Service and Sales decisions and recommendations.
  • Ensure company costs are kept within budget whilst ensuring Customer Service and departmental / Customer KPI targets are met.  Look to achieve best price on special / sample deliveries.
  • Ensure SOPs are up to date and accurate.
  • Identify improvement opportunities to the customer supply and inventory process to help manage issues and stock control.
  • Process and organise sample requests, communicating details out to the business and making any necessary transportation arrangements.
  • Collaborate with the Sales team, identifying any potential new business following enquiries to Customer Service.
  • Work with the Sales team to gain consensus to the demand forecast for the coming 24 months with auditable record of changes and assumptions.
  • Implement promotional activities in conjunction with the Sales team.
  • Measure order policy compliance and corrective actions.
  • Support the Sales team in identifying sales for redundant / short shelf life stock.
  • Manage the CHEP pallet inventory.
  • Completing export documentation for shipments.
  • Work with Hampshire Chamber of Commerce to complete ATR’s for shipments to Turkey.
  • Co-ordinate with 3PL to ensure orders are received and processed in a timely manner
  • and our customer expectations are met.
  • Liaise with 3PL and manage our stock including consolidation and relabeling, raising concessions through the Technical team if necessary.
  • Provide support to other departments and carry out any other duties as necessary to support the wider business.
  • You must comply with Rich Products Health and Safety policies and procedures at all times.

KNOWLEDGE/SKILLS/EXPERIENCE

  • FMCG background
  • Thorough understanding of ERP systems
  • Customer centric

Desirable

  • Food industry background
  • Experience of MRP, preferably AX Dynamics
  • Experience of working with 3PL’s
  • Export of food stuffs

Rich Products Corporation welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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