Customer Service Coordinator - FMCG / Internal Account Manager
Telford
Salary - Competitive
Full Time - Permanent
i2r manufactures a comprehensive range of aluminium foil wrinklewall and smoothwall containers used throughout the food industry.
As a global leader in our field, we supply superior, lightweight, robust aluminium foil packaging for food for many leading retail brands as well as foil containers for wholesaler and distributor markets worldwide.
The Role
We are looking for a Customer Service Coordinator known internally as an Internal Account Manager to maintain satisfaction and management of the day-to-day customer account activity allowing commercial functions to focus on growing and developing new business.
The Internal Account Manager will act as the interface between the operational aspects of the organisation and the customer with bi-directional feedback, ensuring that customer requirements filter into the organisation and operational information feeds back to the customer. The quality and timeliness of this information is essential to ensure excellent customer service.
Main Duties and Responsibilities:
* Establish and develop relationships with both new and existing contacts within the allocated customer portfolio to determine customer's needs, expectations, limitations, and requirements for the purpose of providing customer satisfaction.
* Handle purchase orders from inputting orders into the system to updating orders to reflect any changes. General order book maintenance to support OTIF.
* Proactive customer order management, contacting customers with order resolution, current shipping information, and corrective action on late or problematic orders. Maintain a high level of awareness and responsiveness to customer needs.
* Demonstrate initiative in problem-solving, actioning any customer complaints quickly and efficiently, taking ownership of the issue.
* Manage any product returns in compliance with quality procedures, liaising with transport/warehouse to meet required timescales.
* Maintain generic ‘Sales' inboxes.
* Work closely with the External National Account Managers to deliver excellent customer service and provide support during new account setup.
* Carry out customer reviews and support the External National Account Managers to achieve monthly and yearly targets.
* Participate in special customer projects and/or provide support to project teams regarding improvements, new items, or changes to existing packaging.
* Update and maintain internal systems with relevant information, ensuring data integrity and accessibility for all team members.
* Perform general administrative duties as necessary to support the wider team.
* Lead by example, promoting the Company's core values and objectives.
* Understand and adhere to corporate policies & procedures.
About You
Essential experience for the role includes:
* Working within an FMCG business
* Demonstrable record of success
* Experience in FMCG Forecasting
* Previous experience in building relationships with customers via phone, email, or face-to-face in Purchasing/Supply Chain
* Intermediate-level Microsoft Office Applications
The ideal candidate will also have:
* Experience and knowledge of commodity-driven products and pricing
* Knowledge of the UK food industry
* Experience with SAP
* Experience in data input onto CRM systems
We're looking for someone who has:
* Ability to work in a fast-paced environment to tight deadlines.
* Excellent teamwork skills
* Ability to communicate in all formats and at all levels with colleagues, managers, and external organisations.
* Organisational skills to prioritise effectively.
* Strong customer service skills
* Self-motivated
* Excellent people skills
* Good IT skills including Microsoft Office, Excel, Word, PowerPoint, MS Teams (but not essential)
Benefits Offered:
* 37.5 hours per week - Monday to Friday 8.45am - 5.00pm
* 25 days annual leave, with an additional non-contractual day for birthday
* Pension with employer's contribution
* Cashplan and discount benefit scheme
* Annual bonus scheme based on company and personal performance.
Apply today with an up-to-date CV.
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