Job description
The Supervisor will be the key point of contact and escalation on shift for both Customer Service Team and Customers alike.
Key elements of role are to motivate and inspire the customer facing team to deliver exceptional service and enhance relationships with our customers, while helping to meet operational objectives. To assist the team manager with the execution of the Service strategy for the business, ensuring a professional and consistent approach for all customers.
Responsibilities
• Ensure the accurate creation and amendment of all customer sales orders and works orders
• Work with customers and 3PL providers to co-ordinate all transport requirements including Specials
• Ensure customer’s ERP systems are updated by the team, as appropriate
• Act as the central point of contact for customer service issues and co-ordinate cross functional resolution / improvement activity to ensure optimum service levels are achieved
• Work closely with production, warehousing and stock teams to track orders through the cycle to ensure service levels are maintained
• Co-ordinate the set-up of product change requests, ensuring clear communication and system accuracy
• Ensure key master data tables are maintained in ERP system by the team, where appropriate
• Attend customer meetings and hold daily, weekly and monthly meetings with the team to drive the Customer Service agenda
• Ensure that all service errors are actively investigated and fully resolved
• Ensure that all relevant Key Performance Indicators (KPIs) are accurately documented and maintained
• Undertake general ad-hoc administrative duties, as required and as directed by the SOM or ODAssist with the training and development of new and existing team members
• Ensure there is effective communication between shifts by providing comprehensive handovers
This list is not exhaustive and the job holder may be required to undertake other duties commensurate with the position as required
Qualifications
• Good standard of English and Maths
• Good knowledge of Microsoft Office
• Excellent communication skills
• Previous experience in Fresh Produce
• Knowledge of Prophet (preferable)
SHift- 4 on 4 off