Customer Operations Manager

This role will lead a multi-skilled team in all aspect of customer fulfilment of both internally and externally managed stock, specialising in order optimisation, 3^rd party stock management and all aspects of customer and Haulier claims. As a key leader in the Logistics team, you will not only step across into the Stock and Transport Administrators Team Managers role as relief, you will also step up to the Customer Fulfilment Managers role as required.

Commercial partnerships is a key part of the role working cross functionally with the Commercial and Supply Chain teams to delivery customer excellence, being the key supply chain contact for customers as required by the commercial wholesale team and for 3^rd party providers for both finished goods stored products and distribution partners. You will aim to improve stock integrity in the supply chain through effective warehouse layout, and monitoring and improvement of customer satisfaction by reducing customer claims. 

Key responsibilities:

• Customer Excellence- Orders received daily both manually and via EDI. This role will ensure orders are received and managed in the most effective way. As a business customer, excellence is key and can vary depending on the customer’s needs. This role involves ensuring the correct level of contact is made with the customers and identify and communicate internally and externally any issues and recovery actions.

  Third Party Account Management (Ice Cream)- Ensuring Third Party stored finished goods orders are received/ amended and sent to the Third Party supplier in enough time to ensure fulfilment of orders daily. Regular meetings including KPIs and CI activity with our 3PL. Also working in partnership with Commercial colleagues to ensure the 3PLS are delivering the service as expected.
  

• New Product Launches/Changes- We have a large amount of new product launches throughout the year. This role will ensure the correct planning in all aspects of logistics for launches which can be but not limited to:

• Transit trials in collaboration with our Compliance team
• Positioning of pick faces in the warehouse.
• Communication of launches within the Logistics team and to the wider business if required.

• Stock integrity and Customer Case Claims- effective review of stock adjustments and claims in the view to how they link, to target trends and reduce loss in the supply chain.

• Haulier Claims- as a business we have multiple haulier claims per year. You will ensure the team key all claims within the appropriate timescale to ensure the business recovers the maximum amount of financial recovery possible, whilst ensuring claims are minimalised by the effective return of stock not receipted.

Essential:

• Excellent communication and organisational skills
• Possess excellent administration and analytical skills.
• Able to work in a busy fast paced environment
• An excellent level of IT literacy with Microsoft Office including Word, Excel and Outlook
• Ability to communicate with people at all levels
• Management experience in customer service/delivery

Desirable

• Experience in Warehouse Management Systems
• Stock Management in FMCG (Fast Moving Consumer Goods)
• Customer Excellence/focus experience.