The purpose of this role is to ensure a high level of customer services to all customers at all times. To ensure orders are captured and entered into the company ERP system for onward production and transport planning to meet customer delivery expectations. The role will administer all types of order entry systems and amendments, as well as post order administration for customers in regards to invoice management, returns/credits and order queries. The role sits within the commercial department and interacts with S&OP, Logistics, QESH, finance and site operations.
Key Responsibilities:
1. Responsible for all order entry, amendments, trade sample processing – Sugars, Non-Sugars and consignment orders.
2. Management of the customer services inbox – sales & customer response.
3. EDI and OCR (order processing systems) order amendments and query resolution.
4. Customer invoice administration (OB10 and Own Weight Customers).
5. Customer phone orders and customer queries.
6. Responsible for customer returns and credits administered through RMA process in conjunction with hauliers and site of origin.
7. Daily audit check for invoice issue to customers (OTIF).
8. Account ownership for dedicated set of customers – to include account support required by the sales team, market insight/intelligence and master data management for commercial, supply chain and finance.
9. Accountable for Master Data information in JDE for customer contact details and delivery information.
10. New customer welcome and induction as part of the take on process.
11. Customer visits for relationship building and support for Commercial and Supply Chain.
12. Short term demand planning to support production planning and logistics.
13. Ownership of customer services information fed through the account management process - including market insight and data, customer feedback and any other account support required.
14. Average load size improvement and upselling to drive profitability.
15. Demurrage and additional charges enforced in line with service level agreement.
16. New business enquiries managed through the enquiries and sales inbox.
17. Consults with customers through the complaints process life cycle.
18. Provides high level of customer services consistently.
Qualifications:
1. Able to manage customer expectations and communicate in a professional manner.
2. Able to work under pressure and to tight deadlines.
3. Effective in own time management and planning.
Responsible for recovering costs attributable to customers.
We are committed to creating an environment where all our people are treated with respect and given the opportunities to succeed. We want British Sugar to be a great, inclusive place to work for everyone.
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