Job Summary
GCB Cocoa UK is a new Chocolate and Cocoa processor based on the Essex/Suffolk border. We are seeking a dynamic and results-driven Customer Service Team Leader to manage and own customer experience and quality of sales data and internal administration for the UK Sales Team using a combination of Excel-based trackers and Business Central (BC) ERP.
This role requires excellent communication skills, a strong understanding of sales processes, and the ability to work effectively in a fast-paced environment. Knowledge of the Chocolate/Cocoa industry would be advantageous.
Essential qualifications:
* Understanding of ERP/CRM systems
* High attention to detail and experience of managing data across a variety of systems
* Strong Microsoft Excel skills, including data analysis (formulas e.g. VLOOKUP, Pivot tables etc)
* Strong customer service skills – you don't take first refusal as a final answer when dealing with internal or external customers and achieve a win-win result
* Strong verbal and written communication skills – you are able to provide a high level of customer service while also ensuring the needs of the business are met in win-win outcomes.
* People Management – you have previous experience of managing at least one direct report, and understand the importance of feedback, accountability and communication to performance management.
* Excellent verbal and written communication skills in English
* Ability to build rapport quickly with customers and colleagues and understand their needs.
* A proactive approach to problem-solving and the ability to adapt to changing circumstances.
* Preferred: Experience working with / implementation of Dynamics 365 Business Central (BC)
Responsibilities:
* Ensure accuracy of Customer Details and Account Information in all systems
* Maintain Sales Forecast and report to accuracy/monitor changes
* Ensure entry of all Sales Contracts within 24 hours
* Ensure accurate entry of Sales Orders and Blanket Orders
* Work with Logistics Team to ensure OTIF delivery
* Produce Individual Customer Reports on demand
* Follow SOPs for Complaints and Sale Order Returns
* Work with other departments to maintain accurate Inventory Records
* Produce Sales Reports (monthly)
* Ensure compliance with GDPR / relevant data privacy legislation in our processes and document retention
* Coach, mentor and develop the Sales Administration Team to ensure a high level fo service is provided to customers (internal and external)
* Identify and implement opportunities to continuously improve processes to reduce administration and time wasted on non-value add activities with the team.
Working Hours:, Monday - Friday
We offer:
* Salary Sacrifice Pension Scheme: 5% Employee pension contributions are matched by 5% Employer pension contribution.
* 23 days annual leave (plus bank holidays), rising to 25 days after 2 years' service.
* Free on-site parking and hot drinks
If you are passionate about sales and eager to contribute to our team's success, we would love to hear from you
Job Type: Full-time
Pay: £30,000.00-£35,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
* Referral programme
Ability to commute/relocate:
* Sudbury CO10 7QR: reliably commute or plan to relocate before starting work (required)
Work Location: In person