Customer Service Support Manager
At SHP Group, we’ve built a strong reputation as one of the UK’s leading importers and ripeners of bananas and fresh produce. Based in Luton, London gateway and Spalding, our business is fast‑paced, innovative, and committed to delivering excellence to some of the nation’s biggest retailers. As we continue to grow, we’re looking for a talented Supply Chain Manager to join our dynamic team.
Responsibilities
* Container Management
o Manage all inbound container requests for customers to ensure stock readily available on site at Halo or other designated locations.
o Receive PINs from customers in good time to obtain a VBS with DP World.
o Maintain inbound container plan to ensure each arrival has booking slot aligned with warehouse capacity.
o Book all London Gateway containers on LGW Container Portal each day, ensure all are picked up and have vehicle booking slots allocated to them by the Port.
o Advise warehouses each day of VBS for arrivals.
o Liaise with customers on any issues with their containers – customs hold, invalid PINs etc.
o Ensure all containers delivered as per customer requirement to avoid late collections/returns port charges.
o Assist customers with direct container deliveries if required – external bookings with designated hauliers.
* PO Creation
o Create all customers inbound arrivals and ensure stock booked timely, correctly and efficiently with no exceptions.
o Actively liaise with VAS colleagues day‑to‑day on matters relating to arrivals and stock booking correctly.
* Chill Hub Management (external Warehouse Storage)
o Manage all communications to Chill Hub regarding arrivals in and stock out.
o Ensure packing lists and inbound arrival sheet sent at least 24 hours in advance.
o Book all stock onto Prophet as soon as notification from Chill Hub received to ensure live‑time financials correct.
o Dispatch all stock from Prophet as soon as notification from Chill Hub received to ensure live‑time financials correct.
o Stock transfers back to HALO must have location in Prophet amended at point of dispatch and updated on intake sheet to ensure extra charges to customers calculated correctly.
* Customer Management
o Be customer‑facing point of contact for VAS.
o Answer phone timely, polite and professional; answer all customer emails within a day by liaising internally with VAS departments.
o Minimize daily issues for the customer.
o Undertake general ad‑hoc administrative duties as required and directed by Senior Customer Support Manager or Head of Commercial Operations.
o Ensure practices and procedures carried out in accordance with company policy and health & safety guidelines.
This list is not exhaustive, and the job holder may be required to undertake other duties commensurate with the position as required.
Qualifications
* Excellent communication essential – verbal and written.
* Attention to detail key; financial implications possible.
* Computer literate – various platforms including external portals.
* Shift pattern: 5 days out of 7.
* Shift times: Monday - Friday 7am-4pm.
Benefits
* Very Attractive Salary
* Free On‑Site Parking
Seniority level
Entry level
Employment type
Full‑time
Industries
Food Production
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