Brewing and Beer


Scotland, UK ref: 1645

Our client, a multinational brewing and beverage company is looking to recruit a Customer Service and Logistics Manager, based in Scotland.
The role will be accountable for all aspects of the Customer Service function whilst leading and motivating a team of Customer Services staff, ensuring they are delivering the best customer service experience and On-Time In-Full delivery of orders across the business.

Key responsibilities:

• Complete responsibility for Customer Service and Logistics
• Responsible for developing a customer experience and logistics strategy aligned with brand and organisational goals
• Improve customer service experience, create engaged customers, and increase customer satisfaction, loyalty, and retention
• Manage the Team to establish effective relationships and agreed ways of working with UK and Continental Europe enabling seamless transfer of European order capture processes
• Ensure the Department consistently meet planned targets and objectives
• Manage within the International supply chain cost and departmental budget
• Ensure accurate and compliant documentation is in place for each customer and market
• Analyse statistics and compile accurate report metrics
• Manage robust customer communications through encouraging regular meetings between key stakeholders
• Defining CX measurement across all customer touchpoints to monitor current performance and measure impact of improvements
• Record and follow up on escalated customer issues, ensuring adequate records of root cause and corrective action documented
• Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
• Drive the development of a high quality and effective working relationships with clients and relevant stakeholders within new business structures
• Work closely with warehousing management to manage finished goods stock levels at own and 3PL warehouses, ensuring that inter-site movements are in place where necessary to ensure optimum stock levels to meet demand.
• Manage the implementation and analysis of regular customer satisfaction surveys and other sources of customer feedback
• Monitor and review processes for ways to make procedures more time and cost-effective
• Coach, motivate, manage, and develop the team leader and wider team
• Lead the implementation and design of a robust training and skills development plan which delivers new and ongoing business requirements

Key requirements:

• Demonstrate team leadership and strong people management skills
• Passion for service excellence and improving customer outcomes
• Experience in Initiating and driving change, change management
• Experience within the FMCG environment
• Proven in depth knowledge of Supply Chain/Manufacturing Management systems
• Effective leader, tenacious, proactive, and determined to succeed
• Ability to motivate and boost team morale
• Experience of producing accurate and professional documents, proposals, and reports
• SAP knowledge would be advantageous
• Strong attention to detail with excellent written and verbal communication skills are a pre-requisite
• Demonstrable pro-active organisational and time management skills with the ability to multi-task and deliver to multiple stakeholders
• Confident and flexible work ethic who can work well in a team that includes remote colleagues, as well as working alone
• Experience building strong relationships with customers and colleagues
• Advanced troubleshooting/problem-solving skills

Skills Required

• Degree level with experience in Customer Services, Supply Chain Management, Business Administration or related field.
• Second language a distinct advantage. SAP knowledge.
• Experience in CS and management.
• Demonstrated team leadership and people management skills
• Experience with SAP
• Proficient in various computer programs
• Experience within the FMCG environment

Applications from candidates already eligible to work in the UK only please.

For more information please contact Julie Carling at The Carling Partnership Limited

Tel: + 44 1483 893 100


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