We have a vacancy within our Customer Service department and are currently recruiting for an Customer Account Controller. We are looking for candidates who have relevant and proven experience seeking an opportunity to develop their skills and join a growing organisation.
Shift Pattern: 39 hours each week, 07:30 - 16:30 Monday to Friday, and 07:30 - 12:30 on a Friday, with designated breaks
Location: Accrofab Alcester, B49 6EH
Role Accountabilities:
* Obtain forecasts from customers each month, to feed into the SIOP process and load them via EDI
* Competently analyse forecasts loaded and compare to previous inputs to assess for any significant variances that need to be escalated.
* Liaise with customers on forecast variances to gain understanding of forecast movements and determine accurate forecast to support the SIOP process.
* Reviewing forecast daily, running reports to identify forecast lines that are inside lead time or are due to start manufacture in the next 2 weeks that require PO coverage. Actively chasing customers to provide PO coverage for forecast lines.
* On receipt of PO, provide to business development team to set up on contract review. Monitor progress and actively chase internal departments to ensure compliance to operating rule.
* Load POs upon receipt, adhering to the order acknowledgement process. Material availability, drawing revisions, price, quantity, and date for delivery to be understood and confirmed as correct when loading of PO. Request support from relevant supporting services if required. (Planning, Purchasing, Manufacturing, Business Development, Engineering, Quality).
* Ensure any associated forecast is subsequently removed to ensure demand accuracy.
* Provide order acknowledgement to customers within operating rule
* Collate accurate information on progress of open purchase orders and update customer on delivery via agreed forum (Portals, Delivery Updates, Conference Calls).
* Maintain schedules on a weekly basis. Ensuring any changes are aligned. Liaise with internal stakeholders on any issues to ensure delivery targets are met. (Engineering & Operations).
* Presenting feedback (positive or negative) from customer calls or emails to line manager and/or Accrofab management team in a constructive manner
* Support with customer complaints/returns by liaising with the quality department ensuring processes are adhered to and communication with customer is maintained
* Allocating finish goods stock to customer purchase order ensuring correct line and quantityare met. Completing necessary checklist to ensure all detail is correct in accordance with PO requirements
* Liaising with customers for approval to ship partial shipments and if required agreement to close purchase order maintain order book accuracy
* Coordinating the collation of supporting quality documentation required prior to shipment as and when required. Actively chasing customers for approval of any open deviation (non-conformance) reports
* Monitor on time in full (OTIF) for customer base in line with the standard Accrofab measure
* Collate customer OTIF scorecards, understand their measure and reconcile against internal scorecard. Challenge customers if any variances are seen and require amendment. Present OTIF at internal monthly scorecard review with key stakeholders.
* Using data provided, report on arrears escalating any parts that require urgent attention and avoiding escalation from the customer. Track arrears burndown and present changes at internal monthly scorecard review with key stakeholders.
* Review overdue debt weekly with the accounts department offering support and assistance in resolving any payment queries. Liaise with customers to escalate overdue payments until resolution
Person Specification:
* Experience in a customer facing role (essential)
* Qualifications: (NVQ Certificate / Diploma in Customer Services) (desirable)
* Job-specific IT systems: (Microsoft Excel & Projects)
* ERP systems (desirable)
* Previous experience of working to manufacturing standards (desirable not essential)
* Preferably2-5 years experience in a similar role.
* Has a keen eye for detail
* Demonstrates good teamwork, but should also be capable of working individually
* Is self-driven with a positive outlook
* Has good communication skills
We will be selecting a candidate who is aligned with our RISE Values; Respect, Integrity, Safety and Excellence, and who collaborates well with others to maximise teamworking.
We are an equal opportunities employer. If you require any reasonable adjustments or support during the recruitment process, please do not hesitate to contact us.
If you are interested and believe you have the relevant experience, please apply. We look forward to hearing from you.
If you require any further information, please do not hesitate to contact the HR Department.