Customer Services Co-Ordinator

The focus of this role is to manage a portfolio of customers to the highest standard to deliver best in class service as the sugar supplier of choice. The role will administer all types of order entry systems and amendments, as well as after sales support for customers in regard to invoice management, returns/credits, complaints and order queries. The role sits within the Commercial department, reporting to the Customer Services Manager and interacts with the Sales Team, Business Planning, Logistics, QESH, Finance and Customer Supply.,

• Responsible for all order entry, amendments and queries- Sugars, Non-Sugars and consignment orders
• EDI and OCR (order processing systems) order amendments and query resolution
• Responsible for customer returns and credits administered through RMA process in conjunction with hauliers and site of origin
• Weekly audit check for invoice issue to customers (OTIF)
• 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.
• Customer visits for relationship building and support for Commercial and Supply Chain
• Short term demand planning to support production planning and logistics
• Ownership of customer services information fed through the account management process - including market insight and data, customer feedback and any other account support required. Responsible for keeping CRM system up to date of any changes in customer details.
• Average load-size improvement and upselling to drive profitability
• Demurrage and additional charges enforced in line with service level agreement
• Reconciling stock queries and account queries direct with customers
• POD chasing/tracking on request
• Providing high level of customer services consistently
  
  Intermediate level English, Maths and IT (Microsoft Word, Excel and Outlook)
• Strong experience of working in a customer service environment
• Excellent verbal and written communication skills
• Problem Solving and Adaptive thinking
• Ability to organise and prioritise
  
  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.
  
  £31,840.00