As an Arla UK Customer Service Specialist at our Leeds Head Office you will join a multi-functional team to collaborate with the whole of Logistics, Sales, Production and Customers. The role will see you interacting with all levels within the organisation.
This is a full time position working 40 hours per week covering a 7 day working pattern which will include weekend working 1 out of every 4 weekends. The standard work hours are 08: Monday to Friday and 07:00 - 15:00 on a weekend. Bank holiday working is required which is shared amongst the team covering an average of 2 per annum
Main Responsibilities
As a Customer Services Specialist you will confidently address complex, challenging, or escalated internal and customer enquiries regarding product availability, prices, delivery times, and order statuses to ensure prompt and accurate resolutions.
You will effectively collaborate with colleagues from various departments, including production, warehouse, transport planning, and management, to confirm order and delivery statuses and resolve complex customer complaints.
You will also serve as the primary contact for level 3 escalations with the customer and GSS CS, ensuring timely resolution as well as overseeing incident handling and manage communication with customers and key internal stakeholders
The successful candidate will take the lead for strategically important customers, ensuring comprehensive customer care, coordinate with IT/IBM to test and implement changes and will act as the system superuser for the team (mapping)
It will also be essential for the candidate to drive continuous improvement by leveraging KPI results to enhance organisational efficiency and optimise processes.
Skills & Competencies
* Proficient in ERP systems (preferably SAP) and skilled in using digital tools.
* Strong grasp of customer service processes and incident management to ensure exceptional customer experiences.
* Project management experience is preferred but not mandatory.
* Capable of multitasking and prioritising tasks to effectively manage workload.
* Strong written and verbal communication skills.
* Proactive mindset with the capability to take initiative independently.
* Meticulous and well-organised.
* Demonstrates strong performance under pressure.
Benefits
* Competitive salary
* 26 days annual leave plus bank holidays
* Discounted on-site staff shop with a wide range of Arla products including Lurpak, Cravendale & our Arla Protein range
* Employer Pension contribution matched up to 6%
* Free on-site parking
* On-site canteen
If this role sounds of interest then please apply using the link or reach out to Tony Clapham, Talent Partner at
Please note we are not partnered with any recruitment agencies for this role. We kindly ask that recruitment agencies do not submit CVs on behalf of candidates for this role, as these CVs will not be considered under the agency ownership and if Arla does progress with any such candidate, this will not amount to acceptance of the agency's terms. We encourage interested individuals to apply directly through our official channels.
Shape the Future of Dairy
Arla is a global leader in the dairy industry, committed to enabling good food choices that make life better, providing people with natural, sustainable nourishment, while taking care at every step to ensure Arla is a choice they can feel good about. If you are looking to shape the future with an ambitious global cooperative that truly cares about your growth, where everyone feels valued and empowered, and collaboration is the core of culture, Arla is a choice you can feel good about.
#LI-ACLAK
Ref.: 105889