Order Management Support - 6 month FTC

Customer Service & Contact Center Operations Banbury Full-time United Kingdom

Job Description

Qualifications

Must have:

  • Previous Order management or Client service support experience in a fast paced organisation 
  • B2B or Channel customer service experience 
  • Experience in handling Logistics enquiries from customers and 3rd party Logistics suppliers;
  • Working experience of SAP 

Nice to have:

  • Understanding of an FMCG environment 
  • Problem analysis and problem-solving;
  • Exemplary communication skills – verbal and written.

Additional Information

The Order Management Support known internally as the Customer Service Team, are the first point of contact for JDE customers and delivers local customer services in line with defined policies and procedures.

The Operations function ensures the integration of all key business processes from supplier to customers, providing products, services and information that add value for customers and stakeholders. The function manages sourcing, procurement, manufacturing, supply chain (warehousing, logistics and distribution) and planning processes and ensures optimal alignment between demand and supply at a global scale, taking into account efficiency, required flexibility, security of supply and considering costs, working capital, quality levels, service levels, company and society values.

This role provides a complete order process and customer service facility to all customers. This to ensure that all order and delivery issues are promptly resolved in order to maintain the highest level of customer service at all times:

  • Process Customer Orders according to target.
  • Number of end user customers on target.
  • Handling calls and enquiries daily according to the defined target.

Responsibilities / Key activities

Result Output

Order Processing:

  • Maximizes customer service level by processing all customer orders in such a way to eliminate any errors in order. Analyses service failures and makes recommendations for improvements. This to maximize customer service level and sales.
  • Customer Service Level within target (In Full)

Resolve Customer Complaints:

  • Ensures efficient customer complaint handling and decrease of the number of complaints. This by: 
  • Pre-advising all customers of any potential shortages including reason and next availability.
  • Processing all allocated customer’s returns / queries. Logging all customer complaints queries or issues and ensuring all are resolved in a timely manner.
  • Obtaining and evaluating all relevant information to handle enquiries and complaints. Reports on customer complaints as requested by Customer Services Lead.
  • Customer Complaints within target (# complaints / # orderlines)

Stock Data:

  • Gather data from Demand Planning and provide information on stock issues in such a way that efficient communication is relayed to all customers and internally to sales in order to maintain excellent customer relationships.
  • Order Profile within target (% of full pallets, % layer pick, % case pick)

Deliveries:

  • Provide the Logistics Operators with adequate lead-time in such a way that all customer deliveries can be planned, coordinated and dispatched in order to satisfy the required deadlines, maximize utilization and minimize cost.
  • Customer Service Level within target (In Full)

Administration:

  • Administer customer account data. Update master data as appropriate, ensuring accurate specific information. Provide on-going support as requested by team leader or manager.
  • Customer Service Level within target (In Full)

Evaluate external customer satisfaction,

  • define and implement improvement activities based on these results.
  • External Customer Satisfaction within target (formal evaluation based on questionnaire or external agency).