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Are you passionate about Customer Services; would you like to join a successful business which has a portfolio of fabulous organic and natural brands - Clipper Teas, Kallo and Mrs Crimble’s and with a purpose to be a force for good, protecting and nurturing our bi-diversity?
Ecotone is looking to recruit a Customer Services Manager who will lead a small team focused on making the customer experience the best in class.
As our Customer Services Manager you will be responsible for leading the customer services strategy and activities; motivating a high-performing team to deliver a consistent customer service level of +98.5% and developing strong relationships will all our key partners who are critical to our success.
Based in Camberley you will report to the UK Supply Chain Director.
Here are just some of the exciting responsibilities you will be accountable for:-
* Support customer service and logistics teams to deliver ‘on target’ service metrics and find ways to continually improve
* Liaise with key functions including commercial, finance, and supply chain planning to ensure customer service and activities are integrated with other parts of the business and aligned with the overall objectives
* Monitor performance of all service and logistics activities: maintain a range of KPI’s and measurement against these to ensure the highest level of performance and minimising service or cost risk
* Review service and logistics policies, procedures and activities to maximise the efficiency, reliability, timeliness and cost effectiveness of the end-to-end supply chain
* Direct all activities involved from receipt of customer order through to delivery of products to customers
* Develop, build, direct, evaluate and coach team to continuously improve
* Build reports that raise awareness of service level gaps and conduct service reviews.
* Maintain compliance with all regulatory requirements and ethical standards
Additionally we would like you to:-
* Identify risks, opportunities, constraints with plans and identify/initiate solutions
* Evolve service and incident management processes and procedures and act as an advocate to ensure they have traction and are followed.
* Ability to understand the customer’s individual and corporate requirements and match these to specific Ecotone’s objectives.
* Define & embed joint Supply Chain plans with key accounts
* Support Supply Chain Director in long term strategic projects in Customer Service and Logistics
Sustainability
* Contributing to the UK vision to be ‘a force for good’ and championing BCorp
We’re looking for someone who has a minimum of 5+ years’ customer services experience with at least one as a leader of team who has an outstanding track record of success. You will have:-
* FMCG, blue-chip + small company experience
* Ability to work effectively in a matrix environment and influence key stakeholders
* Proven experience of building strong retailer and supplier relationships and networks
* Man-manager and team-building experience
* Good project management skills with great attention to detail
What you can expect from us is to:-
* be part of a passionate UK Team delivering success
* work for a company that genuinely cares and tries to do some GOOD in the world
* We have the highest B-CORP rating globally,
* We were the first ever Fairtrade Tea company (we helped write the Fairtrade standards 30 years ago) and we are still the biggest fairtrade tea brand globally
* We have biodiversity at our heart & we want to do the right thing
And you’ll get a solid rewards package – salary, private healthcare, a target-based bonus, pension - and a bunch of other benefits.
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