Customer Order Processor

Coporate distributer of fine chocolates are looking for a customer Order Processor to work from October to deliver a great service to their customers  

Monday - Friday 9.00 - 17.00 

Pay; £14.00 per hour

As the Customer Service Executive, you will be responsible for managing the planning, receipt and action of all orders/queries to lead time. You will manage and assist in raising the profile of the department and be the main point of contact for the Customers in the order, delivery to invoice process.

Reporting to Customer Service and Logistics Manager

Key Responsibilities

• Order processing
• Ensure all customer orders are captured and processed (checking stock availability) within the expected timeframe/cut-off/lead time
• Prioritise and process customers enquiries, via email, phone, or any other communication method to provide our customers with the best brand experience possible
• Ensure all credit released orders are adjusted to lead time and processed prior to the daily cut off (2PM)
• Responsible as part of the team for the evolution of the team objectives/procedures by identifying areas for improvement within the role
• Responsible as part of the team to work toward and maintain Customer service Key Performance Indicators (KPI’s)

Logistics

• Ensure all issues raised within the 3PL (Warehouse/Transport) Exceptions Report are managed through with the customer and Sales manager
• Liaise with the logistics partner and internal Logistics team to resolve stock issues to orders
• Investigate non compliances charges and dispute when possible.
• Prepare export documentation to facilitate movement of goods

Collaboration with Customers

• Build relationships with both the Commercial Teams and Supply Chain team to ensure a smooth flow of stock into depots
• Reports: Monitor Customer service level, report stock shortages, manage product changes with customers, future stock levels, and transport capacity
• Cost to serve: Support Line Manager to manage supply chain relationships encouraging close collaboration and driving down end to end costs, whilst maintaining high levels of supplier service
• Visit customers with Sales & Supply Chain team in order to understand requirements, resolve issues and strengthen the customer relationship
• Drive Collaborative Projects with customers and focus on improving efficiencies within the current way of working whilst maintaining the level of service required.

Qualifications, Knowledge and Experience Required

• A minimum of 3 years FMCG experience in Supply Chain Customer Service
• A good understanding of Supply Chain processes (i.e. Order through picking, loading & delivery POD’s) via SAP
• Should have a good understanding of the Grocery marketplace expectations i.e. should have JS, Tesco customer/Supply Chain experience to manage order frequencies, in order to improve the planning of orders to cash process and timings to month end
• Needs to have excellent attention to detail, strong PC skills including SAP & Excel
• Excellent interpersonal and communication skills – able to influence and communicate clearly at all levels