As Customer Operations Manager, you'll be responsible for managing the Supply Chain / Customer Operations function, ensuring all customer orders are delivered OTIF. Developing supply chain strategies to ensure efficiency, you'll ensure customer orders are maximised and that the supply chain is fit for purpose.
Freixenet Copestick are a major player in the UK’s drinks market and the leading supplier of Sparkling wine. The company boasts an extensive portfolio across Still Wine, Sparkling Wine, Beer and Spirits and has proven success in NPD launches.
Key Responsibilities
* Lead and motivate the Customer Operations Team to optimise operations and ensure on-time in fill delivery of orders
* Develop and implement a set of Customer Service KPIs to measure Supply Chain efficiencies and drive improvement
* Build and maintain strong relationships with freight forwarders, customs agents and key stakeholders
* Maintain excellent customer relationships, establish Supply Chain to Supply Chain contacts
* Manage international and domestic customer orders ensuring compliance with trade regulations
* Training of team members on best practice Customer Service and Supply Chain processes
* Maintain a deep understanding of company products and services to provide accurate information to customers
* Ensure all Supply Chain costs are managed in line with budget and all exceptional charges minimised
* Lead the Supply Chain non-conformance process, attend monthly meetings & manage complaint investigations with the service providers ensuring corrective actions are in place.
* Proactively identify and resolve challenges related to Customer and Supplier order queries including, shipments, customs clearances and delivery schedules
* Continuously improve the end-to-end Supply Chain processes to enhance efficiency, reduce costs and improve service levels
Person Specification
* 2-3 years proven work experience in an import/export customer service environment
* Strong understanding of import & exports laws and regulations
* Working knowledge of Customer Service databases and tools – SAP experience would be beneficial but not essential.
* Experience in a FMCG environment
* People Management
* Demonstrable leadership capability
* Able to build and maintain relationships
* Action orientated and clear decision maker
* Excellent collaborator and problem solver
* Excellent customer facing and communication skills
* Strong analytical and problem-solving skills
* Operational business improvement skills
We welcome applications from candidates who do not 100% meet the role requirements.
Working Conditions
* Monday to Friday, 37.5 hours per week
* Hybrid working, at least three days per week in the office
* Managing team of 6
* Primary work location is Newbury which is wheelchair accessible, with step free access and on-site parking
Company Benefits:
* 25 days holiday + 1 day off for birthday + public holidays
* Additional Company Pension Contributions
* Annual Bonus opportunity equal to 10% of basic salary
* Private Health Cover
* Employee Assistance Programme
* Life Assurance – 4 x basic salary
* Income Protection Insurance
* Company Maternity Pay – 13 weeks at full pay
* Paternity Pay – 2 weeks at full pay
* Time off for Volunteering
We are dedicated to creating an open and inclusive working environment, and this starts with our recruitment practices. We try to ensure that everybody who is interested in joining our team has equal opportunity and ability to start that journey with us. We intend to have flexible and accessible hiring practices and will make every attempt to adapt to your needs throughout. We welcome any requests for adjustments in our processes.
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