Are you passionate about Customer Services ; would you like to join a successful business which has a portfolio of fabulous organic and natural brands - Clipper Teas, Kallo and Mrs Crimble’s and with a purpose to be a force for good, protecting and nurturing our bi-diversity?
Ecotone is looking to recruit a Customer Services Manager who will lead a small team focused on making the customer experience the best in class.
As our Customer Services Manager you will be responsible for leading the customer services strategy and activities; motivating a high-performing team to deliver a consistent customer service level of +98.Support customer service and logistics teams to deliver ‘on target’ service metrics and find ways to continually improve
Liaise with key functions including commercial, finance, and supply chain planning to ensure customer service and activities are integrated with other parts of the business and aligned with the overall objectives
Monitor performance of all service and logistics activities: maintain a range of KPI’s and measurement against these to ensure the highest level of performance and minimising service or cost risk
Review service and logistics policies, procedures and activities to maximise the efficiency, reliability, timeliness and cost effectiveness of the end-to-end supply chain
Build reports that raise awareness of service level gaps and conduct service reviews.
Maintain compliance with all regulatory requirements and ethical standards
Identify risks, opportunities, constraints with plans and identify/initiate solutions
Evolve service and incident management processes and procedures and act as an advocate to ensure they have traction and are followed.
Define & embed joint Supply Chain plans with key accounts
Support Supply Chain Director in long term strategic projects in Customer Service and Logistics
We’re looking for someone who has a minimum of 5+ years’ customer services experience with at least one as a leader of team who has an outstanding track record of success. FMCG, blue-chip + small company experience
Proven experience of building strong retailer and supplier relationships and networks
Man-manager and team-building experience
Good project management skills with great attention to detail
We were the first ever Fairtrade Tea company (we helped write the Fairtrade standards 30 years ago) and we are still the biggest fairtrade tea brand globally
And you’ll get a solid rewards package – salary, private healthcare, a target-based bonus, pension - and a bunch of other benefits.