At Britvic, we make, market and sell great-tasting soft drinks, offering refreshments to billions of consumers worldwide. We're constantly refreshing and reimagining our business, ensuring it's innovative and evolving while staying true to our vision – to be the most dynamic soft drinks company, creating a better tomorrow. We've been home to iconic brands for over 100 years, and our relevance is anchored in an authentic heritage. Delivering our vision is down to the passion of our people, and we create conditions for everyone to thrive and grow. From our international supply chain and network of partners, we export to over 100 countries, offering opportunities for our people and businesses to grow.
Job Overview
In this role, the Customer Team Leader is responsible for leading a team of Customer Service Representatives in supporting the account teams, by handling end to end order management. As the primary customer depot/head office contact, it is the role of the Customer Team Leader to ensure customer satisfaction in timely resolution of all queries, providing a great customer service experience throughout.
Key Responsibilities
* Ensure the customer service team accurately captures and processes external and internal customer orders, providing all required information to enable order sourcing, utilizing excellent customer-facing skills and ensuring efficient service.
* Support a focused improvement philosophy by ensuring optimal order volumes through driving full load utilization or link loads for smaller orders and minimal picking.
* Ensure the team obtains customer booking slots for new orders and rebooks existing orders where original slots cannot be satisfied.
* Provide the primary Britvic point of contact for customer delivery points and liaison with head office contacts.
* Provide the primary Britvic logistics point of contact in line with customer requirements outside normal office hours.
* Ensure the customer service team resolves delivery order issues with customer depot/head office and relevant Britvic personnel.
* Highlight orders outside predetermined parameters to enable action for achieving targets.
* Ensure teams provide timely and accurate checks to process all orders effectively.
* Investigate all order failures/shortages and provide resolution, action plan, and relevant supporting communications.
* Work cross-functionally with collaboration and forecast managers, deployment, transport & warehouse providers, and network execution to ensure best-in-class customer service efficiently.
* Have an awareness level of Sales & Operations Planning (S&OP) and its role and impacts within the supply chain.
* Have full understanding and use of systems like SAP, CMS (telephone query line), and customer service reporting.
* Ensure effective, clear, and timely communication to relevant stakeholders.
* Build strong customer relationships, developing an understanding of specific customer needs and priorities.
Requirements
* Customer-facing experience
* FMCG business experience
* Proficiency in SAP
Qualifications
* A Level or equivalent qualification.