Job Description
Join our dynamic team at Mayborn Group's Global HQ!
You could be just the right applicant for this job Read all associated information and make sure to apply.
We're on the lookout for a Customer Service Operator who will have the responsibility of ensuring that all B2B customer orders are maximized and processed on time, whilst providing excellent communication, both internally and externally with ‘First Contact Resolution’ always front of mind.
This role will require daily order & query management, across a range of customers & regions, whilst also collaborating with Commercial colleagues and the wider Supply Chain team.
Regular assessment of the order process cycle is critical, ensuring a balance of strong service and cost efficiency.
If you think this is the role for you then read on!
This role will be based at our Global Headquarters located in Newcastle Upon Tyne and will be required to work in the office three days a week (Tuesday, Wednesday, and Thursday).
What you will be doing:
- All orders processed within the required timelines.
- Responding to day-to-day account inquiries (e.g. product information, waste management, any other ad hoc admin or order support for customers), with ‘First Contact Resolution’ always in mind.
- Day to day administration for the accounts that you manage (e.g. item set-up forms, sample requests, data input and analysis).
- Understand and drive improvements in service, as measured by customer metrics, for each customer within your area of ownership as well as understanding those of the wider team, with action plans in place to improve e.g. quality ordering results, blocked order management, assessment of order rejections, delivery bookings and re-bookings & customer performance metrics.
- Ensure that customers comply with agreed ordering terms, regularly reviewing customer disciplines with your customers and internal Account Managers.
- Involvement in end-to-end Supply Chain and Commercial projects to help streamline and maximise account and /or business growth.
- Lead & support regular (internal and/or external) operational calls for key customers providing ordering update along with successes and challenges. Receive updates on agreed promotional events and activity to enable effective planning e.g. stock allocations, watch outs to be briefed to the wider team.
- Where internal daily order cycle timelines cannot be met you will work through alternate plans with all relevant parties e.g. Demand and Supply Planning and Logistics, following up with appropriate action plans to address systemic outages.
- Understand and navigate external customer portals.
- Ensure key reports / updates are completed and communicated or escalated to Customer Services Team Leader.
- Provide regular updates to Team Leader on results and issues & adapt to new direction setting.
- Own key processes with a view to continuous improvement.
- Co-ordinate customer continuity planning within the team, to support in time of peak and absence.
- Keep up to date with new products by attending relevant training sessions and information briefings.
- Being a Subject Matter Expert, in an area that supports personal and team development.
- Provide adhoc support to the Commercial Team where required e.g. order status & associated values.
- Provide support to members of the team when needed.
- Support all future change requirements to ensure we meet the business needs and objectives.
- Attend team meetings and briefings as the business requires.
What skills and experiences you’ll need to ace this job:
- Languages Skills - French
- Customer focused.
- Develop and lead collaborative working relationships with customers (external) and with key stakeholders (internal but some remotely located).
- Strong & effective communicator – verbally and in writing (email, letters etc)
- Must be IT literate, proficient in Excel and ability to pick up new systems with speed.
- Must be able to perform well under pressure.
- Developmental mindset, always looking for continuous improvement opportunities, welcoming and embracing change.
- Keen eye for detail
- A self-starter by nature with a ‘can do’ attitude.
- Excellent, proven effectiveness at stakeholder management/ collaboration.
- Resilient, must be able to bounce back when challenged.
- Can work autonomously but also works well within a team.
- Great personal organisational skills, holds oneself accountable for results.
- Calm and collected with an excellent telephone manner.
- Ability to work to deadlines.
- Flow to the work where needed.
Desirable Skills/Experience:
- Any previous Customer Services experience in FMCG.
- Logistics & Export management experience.
- Previous project management attributes.
- Data analytics skills.
- Understanding of warehousing processes.