Job Description
Location: Windsor, UK
Salary: Up to £35k per annum
Job Type: Fulltime, Permanent
Company overview
En Route International operates globally as part of dnata, one of the world’s largest combined air services providers. With offices in the UK, USA, Australia and UAE, En Route supplies premium baked goods, meals and snacks to the travel industry. We focus on partnering with world-class manufacturers, customising products and packaging to suit individual customer needs while managing a complex supply chain with the highest levels of precision.
Job purpose
To support the Customer Service team in performing best practice desk-based account management activities to execute on our newly introduced Customer Service Excellence Framework. Ensuring ongoing customer satisfaction through order accuracy, maintaining order processing lead times, proactive communication and issue resolution, with delivery of outstanding customer service at all times.
Key responsibilities
* Enter and manage customer sales orders, ensuring all orders are processed accurately based on agreed schedules and lead times.
* Responsible for ensuring allocated tasks are delivered to the agreed standards and that all relevant KPI’s and service level agreements are met.
* Work closely with Demand Planning, Supply Planning and Stock Control & Logistics teams to contribute to the process of managing stock availability and timely deliveries.
* Communicate and become the central point of contact for customers on matters regarding their orders to ensure that orders are processed in an accurate and timely fashion.
* Frequently liaise with customers, responding to their queries, resolving delivery or price queries, keeping a log of all issues and current status and ensuring the Commercial team are aware.
* Build relationships with Customers to ensure they have all the information they require and we can get a strong flow of information from them about current and future demand.
* Carry out regular customer forecast reviews to include agreement of forecast expectation and follow up of actual vs forecast delta to feed financial planning & analysis.
* Communicate any changes to product ranges, pricing, and delivery schedules in a timely manner to allow the customer to execute their necessary system amends.
* Maintaining the CRM Customer Service Hub with all customer related activity, ensuring the accurate logging of cases & resolution within the KPI timeframes set.
* Carry out regular data cleanse of the CRM Customer Service Hub to ensure contacts are up to date and relevant.
* Look for opportunities to mitigate costs, do things more efficiently and anticipate issues that may arise in future, communicating these to relevant stakeholders.
* Provide clear ownership in all operational issues with a customer impact ensuring delivery of customer required outcomes and high levels of internal and external communication.
* Participate in regular meetings with Supply Chain & Commercial teams to align on challenges, opportunities, customer behaviours and escalation points.
* Measure customer satisfaction as a result of NPS scoring from customer satisfaction surveys. Support the identified actions for improvement.
* Undertake any further duties which may from time to time be assigned.
This job description is not intended to be either prescriptive or exhaustive, but is issued as a general framework at the time of writing.
Person Specification
* Customer Service or Desk Based Account Management experience (ideally B2B, two years)
* Excellent interpersonal skills
* Supply Chain, Logistics or Distribution experience preferred but not essential
Knowledge and skills
* Experience of Microsoft Business Central preferred but not essential
* Experience of CRM platform preferred but not essential
* Intermediate IT skills: Outlook, Excel, Word, Powerpoint
* Experience working with ERP systems (Navision/Business Central/SAP etc.)
* Excellent verbal and written communication skills
* Good organisational skills
* Strong attention to detail
* Ability to prioritise workload, multitask and work to deadlines
* Ability to work on own initiative and with multiple stakeholders
* Flexible to take on extra and varied tasks when required
* Enjoy working in a fast paced environment
* Proactive and quick thinking in solving problems
* Have a positive attitude with a strong passion for what you do