Customer Service Account Handler

  • Location
    Leicester, Leicestershire
  • Salary
    £ 11 - £ 12 / Hourly
  • Job type
    Contractor
  • Industry
    Call Centre and Customer Service
  • External Reference
    ZOE200
  • Category
    HR, Sales and Management - Account Management

THE JOB


We have an opportunity available to join our customer service weekend team working closely with a number of our key accounts and contacts throughout the supply chain. Our Customer Service roles are operational, providing front-line service to our trade customers with opportunities to work across our pet, food and confectionery businesses.


We are looking for a high performing & motivated individual as the purpose of this role is to provide excellent customer service and consistency for all accounts who order over the weekend and bank holidays ensuring that the customer has an expert point of contact.


This role will suit a flexible individual as there is a requirement to attend periodic team meetings and occasional all associate days. Please be aware that you may also be asked to provide a small amount of extra cover to help support the team during busy periods.



Full Time Monday - Friday


Training Can be done remotely.


First two weeks will be Mon - Fri full time for training.



Remote Working.



£11-12ph



KEY OUTPUTS


Order Fulfilment



  • Progress daily customer orders placed from input through to dispatch

  • Identify stock shortages and minimise impact to service through liaison with the supply teams and the customer

  • Proactively identify future potential risk to service and mitigate where appropriate

  • Resolve delivery issues both short and long term through communication with haulier and distribution team

  • Control order conformance to correct lead time and order agreements

  • Contribute metrics, issues, insight and action resolution through the daily and weekly Performance Review Forums and escalate any un-resolvable issues.



Customer Relationship Management


First point of contact for the customer with responsibility for communicating day to day supply issues in line with the Perfect Communication process


Drive visibility of customer service metrics to the customer team (demand and supply) through daily and periodic customer reporting


Support perfect execution for all promotions and launches.



Continuous Improvement


Demonstrates curiosity to challenge existing ways of working to find a better solution


Continually seek to improve the efficiency and efficacy of tasks to support improved metrics and customer service


Use Lean tools available to assist with problem resolution and implementation of sustainable long term fixes


Contribute to the customer Trade Attitude Survey action planning process with particular responsibility for actions in relation to the Supply Chain & Logistics and Customer Service elements.



QUALIFICATIONS & COMPETENCIES



  • Ideally the candidate will have systems aptitude and ability to learn new systems as the role requires a high level of SAP usage - on the job training will be provided.



  • Supply chain or customer facing experience, whilst not essential would greatly benefit your application.

  • Good Analytical /Excel Skills

  • Strong Communication and relationship building skills

  • Naturally curious with an unaccepting attitude to maintaining the status quo.

  • Microsoft Office (PowerPoint, Excel, Word, Outlook, Teams)




  • MLC Competencies include:


Delivers Consistent results


Priority setting


Functional / Technical - problem solving


Action Oriented


Planning



Creates collaborative relationships


Customer Focus


Peer relationships & conflict management


Listening












Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy












To speak to a recruitment expert please contact Zoe Gaut