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Senior Customer Management Coordinator, Brigg
Client: PepsiCo
Location: Brigg, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 22b2ec63694c
Job Views: 74
Posted: 18.02.2025
Expiry Date: 04.04.2025
Job Description:
Overview
PepsiCo UK is home to some of the world's most loved food and drink products. Making everyday favourites like Walkers, Quaker, Doritos, Pipers and Monster Munch, to name a few! We pride ourselves on being a great place to work and have been awarded the Times Top 50 Employers for Gender Equality for the 18th year in a row.
Responsibilities
1. Customer Management: Manage a portfolio of customers, build meaningful relationships, and ensure their needs are met.
2. Prioritise customers to maximise revenue opportunities and hit targets.
3. Develop and maintain relationships with customers ensuring they take advantage of our full range of products.
4. Focus on account retention through effective call cycles and liaising with BDEs.
5. Conduct fact-finding calls to stay updated on customer developments.
6. Manage Group accounts and update relevant documentation for effective management.
7. Conduct group customer meetings and follow up on identified accounts.
1. Administration & Credit Control: Ensure customers' merchandising is right for their outlet and manage accounts from purchasing to payment.
1. Customer Service: Liaise with Warehouse, Van Sales, and Production to meet customer expectations.
2. Provide regular feedback to line manager on performance and consumer trends.
3. Follow the Trade complaints procedure to minimise impact on customers.
1. Supervisory Duties (20%): Undertake additional duties as requested by line manager.
2. Be involved in the Induction process for new team members.
3. Act as a ‘buddy’ to colleagues post-Induction.
4. Prepare call details for team meetings and review call stats.
5. Support and lead the team on DDMs.
6. Review administration roles for team support effectiveness.
7. Communicate issues and concerns back to the Telesales Manager.
8. Help colleagues with queries and adhere to best practices.
Qualifications
1. GCSE level education.
2. Ability to use CRM systems and Microsoft Office applications effectively.
3. Excellent communication skills.
4. Planning and organising skills.
5. Attention to detail.
6. Ability to work to deadlines and achieve targets.
7. Self-motivated with good time management.
KPI/Measures: Call numbers, conversion rate, order value, talk time, retention, new business retention, error management, debt management, and performance to revenue targets.
Opportunities: We are committed to learning and development opportunities to create a culture of lifelong learning.
We are an equal opportunity employer and comply with the Equality Act 2010, valuing diversity as an essential part of our success.
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