Customer Services Manager - Bakery

PURPOSE STATEMENT

First point of contact into the business delighting our customers, working with our logistics and distribution networks to drive through expedient resolutions to any issues that arise. Managing finished goods daily stock rotation, co-ordinating with key stakeholders cross functionally to ensure critical business KPI’s are met or exceeded. 

The Customer Services Manager is responsible for monitoring and managing F’real inventory, liaising with the co-manufacturer to ensure production plans reflect forecasted demand, meeting customer OTIF requirements both in the UK and the EU. 

The Customer Services Manager will also be responsible for all export related duties when selling bakery product abroad. Administering export documentation as appropriate for any orders sold to Rich organisations around the globe. 

KEY ACCOUNTABILITIES/OUTCOMES

Customer Service
• Helping to support the achievement of OTIF 100% to all customers. 
• Responding to email customer requests. 
• Escalating any enquiries as where necessary within the organisation. 
• Monitoring of the CS email inboxes
• EDI & Manual order processing
• Actively supporting daily operations of key accounts. 
• Build excellent relationships with all external and internal Customers providing outstanding customer satisfaction.  
• Demonstrating effective product knowledge across the businesses. 
• Take part in ad hoc customer audits running traceability exercises. 
• Responsible for helping to resolve last minute problems that arise. 
• Closing out launch notices / changes with the customer and commercial teams. 

Stock Provision Management
• 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. Produce necessary and appropriate business communication to ensure all stakeholders are aware of any changes to products.
• Working with the commercial team and directly with the customer to ensure stock on end of life is utilized, including the rework of some products where necessary.
• Manage the CHEP pallet de-hiring, liaising with CHEP on a quarterly basis to ensure figures are reconciled. 

Logistics / Exports
• Managing the day to day relationship with our logistics, warehouse and storage providers making sure they are delivering to expectations on an operational basis.
• Arranging general uplifts of customer orders and returns.
• 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.

F’real 
• Working closely with the F’real Demand Planner, liaising with the F’real Co-manufacturer identify and agree the production schedule for milkshakes meeting customer requirements across the UK & EU. 
• Manage communication among freight forwarders and warehouse / storage companies, keeping check on inventory levels, proactively highlighting any potential shortages and overstocks at the earliest opportunities. 
• Overseeing the supply of milkshakes, cups, lids and straws for F’real.
• Participate in cross-functional manufacturer and vendor reviews, driving vendor operational improvement. 
• As and where required order spare parts for the assets from appropriate suppliers, ensuring the most efficient supply chain route is selected to ensure use of the spare parts are stored in the correct locations. 
• Monitoring shipments of equipment as well as spare parts and keeping abreast of delivery dates informing key stakeholders around the business. 

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

Critical

• Excellent interpersonal and active listening skills
• FMCG background
• Thorough understanding of D365/ ERP systems
• Customer centric experience
• Excellent customer service skills
• Ability to resolve daily customer service issues to the required satisfaction of the customer
• Know how to react and deal with customer complaints
• Ability to work well as a team

Desirable

• Food industry background
• Experience of working with 3PL’s
• Indepth knowledge of Customer Relationship Management (CRM) principles
• Knowledge / experience of export documentation for shipping equipment as well as spare parts