Customer Service Account Handler Contract

Customer Service Account Handler -6 month assignment

This role is an entry level role for Customer Service. The jobholder will work within the Customer Service team where they will be responsible for the capture and progression of orders depending on the requirement that day. The jobholder has ownership for the provision of excellent customer service to all of those accounts for whom they progress orders across up to three product categories, in which they will need to develop business knowledge and expertise.

The role is responsible for optimising service to our customers in support of improving the customer OTIF measure, including contributing to the maximisation of product availability and the prevention of returns, FTAs and customer shorts. The role has a direct contribution to the customer service element of the TAS survey.

Pay rate: £11 per hour.

Hours: 37.5 hrs week (Mon – Fri)

The Job.

Customer Service is the front-line contact point for our Clients trade customers across the whole trading spectrum from individual retailers, through large Independent Cash & Carry outlets to major multiples like Tesco, Sainsbury’s and Asda.

The jobholder will work within the Customer Service team where they will be responsible for the capture and progression of orders depending on the requirement that day. The jobholder has ownership for the provision of excellent customer service to all of those accounts for whom they progress orders across up to three product categories, in which they will need to develop business knowledge and expertise.

They will interface internally with the relevant Sales contacts, up to national account manager, with logistics and externally may deal with contacts ranging from supply contacts to buyers.

This role will also be responsible for communicating shortages to accounts in agreed formats and time-frames, and liaising with third party hauliers and depots to resolve any transport or supply issues.

Key Responsibilities.

Order Fulfilment

• Progress daily customer orders placed from input through to dispatch
• Identify order variance to forecast or customer norms to assess impact on total company stocks and take appropriate action to safeguard supply on a broader basis
• Identify stock shortages and minimise impact to service through liaison with the supply teams and the customer
• Resolve delivery issues both short and long term through communication with haulier and distribution team
• Control order conformance to correct lead time and price card rate for customer
• Contribute metrics, issues and action resolution through the daily CMOS and weekly returns meetings 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
• Build a strong relationship with relevant customer contacts (including visits) to support excellent customer service

Continuous Improvement

• Continually seek to improve the efficiency and efficacy of tasks to support improved metrics and customer service
• Use Lean tools available, including basic PDCAs, to assist with problem resolution and implementation of sustainable long term fixes
• Contribute to the customer TAS action planning process with particular responsibility for actions in relation to the Supply Chain & Logistics and Customer Service elements.

The jobholder should also be computer literate and whilst knowledge of Atlas (SAP), BW, Excel and Word would be advantageous it is not essential.

Qualifications – A level or Equivalent with background in Customer Service, or graduate level or equivalent with no experience.

There may be the requirement for individuals to be flexible with regards to working occasional weekends and bank holidays

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.

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