Customer Service Manager, Customer Fulfilment, FMCG, Manufacturing, 3PL,
An exceptional opportunity with an internationally recognised global manufacturing organisation in the area for a Customer Fulfilment Manager which is essentially, a Customer Services Manager position.
Although the role is office based, initially anyway, the role will be 100% working from home, due to the current pandemic situation and will only switch to office based, when it is safe to do so.
This could be ideal for an individual with Supply Chain, FMCG, Manufacturing or Logistics experience with the confidence and tenacity to embrace this next step within their career!
The role is placed within European Logistics and reports directly to the European Logistics Manager. You will be responsible for UK Customer Fulfilment and the team, with 5 direct reports.
We are searching for someone special, with commercial awareness who understands business processes. You will require a proactive approach, exceptional communication/people skills, the ability to build, develop and motivate the team, together with impressive team player skills, plus someone who is able to work collaboratively across functions, within the business.
Will include the daily efficient operation of UK Customer Fulfilment function (Customer Services)
Training, development and engagement of the Customer Fulfilment Teams
Customer fulfilment liaison with 3PL partners, for example DHL
Management of D2C/warranty fulfilment provider
Management of Amazon fulfilment
Education and work experience we are seeking in an individual:
Have significant recent experience within FMCG logistics, supply chain or commercial functions
Have demonstrable recent experience of leading a team to deliver a strong customer service and/or project outcome
Have demonstrable experience of promoting and implementing continuous improvement to processes and/or ways of working and ensuring these are sustained
Have experience of working in a customer focussed role, dealing with both B2B and D2C environments
Have experience working with 3PL partners and knowledge of their systems Excellent communication and interpersonal skills to develop internal & external customer relationships to a senior level.
Knowledge and usage of SAP essential, digitally competent and confident
Your specific responsibilities:
Ownership of the order fulfilment process for UK customers
- Ensuring orders are processed efficiently on time via SAP
- Ensuring any IT issues (eg interface of orders to 3PL) are actioned and escalated promptly
- Monitoring 3PL service issues and escalating when appropriate
- Overseeing Amazon fulfilment process
- Accurate and timely reporting of order values to commercial teams
- Month end Processes
Ownership of D2C and warranty fulfilment processes, including frequent liaison with service provider and internal stakeholders
Verification of customer claims & penalties, with follow ups with 3PLs, to minimise financial costs and proactively seek out service improvements & process changes
Development and mentoring of direct reports
Development of overall customer fulfilment function, including digitisation to remove manual touch points, streamlining of processes
Workload allocation within UK fulfilment services team
Allocation of specific responsibilities and rotation of these amongst team
Resolving Customer Fulfilment issues direct with customers or with support from Account Management
Ensuring customer returns and order failures are processed efficiently on SAP to ensure both accurate financial reporting and inventory alignment
Responsible for the liaison between Customers, Production Planners, Finance, Customer Fulfilment and Logistics
Responsible for ensuring all information is provided from Commercial team effectively to set up new accounts, customer account creation and master data requirements
UK customer service face for external auditors (SOX/BSI/US)
SAP Superuser for Sales & Distribution and Order to cash
Representing Customer Fulfilment at project level
In exchange, our client is offering an attractive salary and package that includes a higher than normal pension contribution scheme, healthcare, attractive holiday entitlement plus discretionary annual bonus.
If you would like to be considered for this excellent opportunity then please email your up to date CV, firstly ensuring it includes the essentials we are seeking, and suitable candidates will be contacted a soon as possible.
For further information on this opportunity please contact:
Tel: 01303 220844