Location: STOCKPORT
Type: Permanent
Salary: £50,000 Per Annum
OPERATIONS CUSTOMER SERVICE MANAGER (HOMEWARE IMPORT SUPPLY CHAIN)
MANCHESTER
£50K
Our client is a global manufacturer/ import and distributor of homeware products based in head offices in Manchester, they supply to multiple high street retailers in the UK and globally. They are now looking to recruit an experienced Operations Customer Service Manager to help build a relevant, growing and profitable home textile business by extending the brands portfolio into all targeted trade channels, in existing & new categories/geographies. The successful candidate will have 5 years experience working in Operations/ Customer service for a successful IMPORT & DISTRIBUTION (FMCG)
company ideally in the fashion/ homeware industry and supplied to multiple high street retailers.
THE ROLE
The Operations Customer Service Manager will be required to provide and maintain the highest level of service for their retail high street and online customers to both internal and external. Acting as a primary point of contact for all customers you will handle all enquiries through to completion by, manage client adjustments, claims, quotations and expectations. The Operations Customer Service Manager will also be responsible for any customer aftercare, building relationships and encouraging repeat business. Manage the full workflow between 3PL (XPO) logistics and being able to prioritise and to achieve the maximum sales possible. Managing demand of goods in with freight forwarding/ commercial sales team and reviewing capacity available and how we can manage those goods on the way. Keeping regular review of these goods and where they are and where they are going.
THE DUTIES :
Managing 2 customer service team members a lead and a advisor
Focused on their work between Warehouse, B2B Client and Sales
Managing the SAP system, invoicing, liaising with the warehouse to ensure product is delivered to our B2B customers on time
The function is responsible for quotations, claims, workflows between warehouse, supplier
Managing demand of goods with the logistics and freight function and their sales and merchandising team
Reviewing capacity available
Managing the customer purchase orders going through
Information on shortages and deviation management with Sales
Over see investigations and returns
Managing the database and price lists
Handling ad hoc projects
Ensuring the business follows the SLA's. Working with IT for automatization.
Forecasting and informing the warehouse of new sku's, Po's and new products.
Forecasting sales orders and monitoring shop orders and progressProcessing customer purchase orders and send confirmations
Providing customers with information about shortages and review order up to delivery.
Informing the sales teams of any deviations provide customer service support (IND)
Overseeing issues and return authorizations after investigation
Provide support to the Sales and development departments as needed.
Invoicing of shipped product direct from supplier
Database management ie price list, customer data etc
Be involved in any new project customer or warehouse related, making sure any new major changes are clear and ensuring the orders go out as per the manuals, asking for any development work IT that may be needed.
Full communication with the warehouse to keep things on track
Make sure we are receiving the goods on time to enable outbound to be on time to the customer.
Look to improve processes as the business evolves.
Ability to forecast and inform the warehouse of new sku’s, PO’s, new products.
Monitor the shops orders and progress
Keeping an overview of stores and stock and liaising with Retail Manager
SAP report, Z delivery report analysis and problem solving
Making sure only valid codes are entered and keep the report tidy
Clearance packages
The export invoices for Freight forwarding (maybe able to automatic this process)
SKILLS AND EXPERIENCE REQUIRED
SAP experience
Experience in IMPORT SUPPLY CHAIN / DISTRIBUTION industry ideally homeware/ fashion/
Operations warehouse/ freight forwarding/ returns/ B2B/
Experience of working in a customer-facing role.
Sales orientation with ability to maintain a helpful, positive and friendly attitude at all times when fulfilling customer demands.
Good questioning & listening skills.
Excellent communication skills.
Organised with a proactive approach.
Ability to work under pressure to meet deadlines.
Good interpersonal skills & and professional & excellent telephone manner.
Ability to act on own initiative.
Computer literate.
Ability to effectively prioritise/plan own workload.
Highly motivated team player, capable of good interaction with internal customers.
Positive attitude to learning new skills.
IT literacy, particularly in Excel.
Commercial awareness
Delegation skills.