Customer Service Coordinator

Job title:

Customer Service Coordinator

Company

Zertus UK & Ireland

Job description

Overview:Customer Service CoordinatorZertus UK & Ireland (Humdinger Ltd, Kinnerton Confectionery & Lir Chocolates)Location: Kinnerton Confectionery, FakenhamPosition type: Temporary, Full-Time (12 months maternity cover, possibly extend to 15 months)Hours: 37.5Shift Pattern: Monday – Friday, 08:30 – 16:30Breaks: 30 minutesWe are looking for an individual who is detail-oriented, proactive, and capable of managing multiple tasks across sales, customer service, and stock control. The ideal candidate will excel in problem-solving and foster strong relationships to ensure high service levels. Responsibilities:Sales Order Processing

• Manage sales order processing, ensuring alignment with customer requirements and resolving any issues promptly.
• Coordinate deliveries and re-bookings, ensuring smooth logistics.
• Maintain customer data in ERP system for efficient order processing.
• Oversee clearance stock orders, providing accurate pallet details to the warehouse.
• Ensure accurate ERP order maintenance and housekeeping.
• Assist with export paperwork for EU deliveries.

Customer Service

• Handle customer account queries and requests, becoming the go-to contact within the department.
• Adhere to reporting systems for shortages and order amendments.
• Monitor sales forecasts vs. actuals, escalating service risks as needed.
• Build and maintain strong customer relationships.
• Collaborate with internal and external teams to ensure stock control and service compliance.
• Lead weekly service review meetings with Commercial and Supply Chain teams.
• Manage customer derogations and life constraints in partnership with the CS Manager.
• Act as a key point of contact for CSL issues.

Stock Control & Returns

• Ensure timely stock transfers to dispatch sites for customer orders.
• Oversee daily reporting for 3PL sites, maintaining accurate stock records and ERP transactions.
• Support management of low stock levels and expedite derogation requirements.
• Perform weekly stock balance reconciliations and resolve discrepancies.
• Manage stock replenishment to 3PL locations based on forecasts and order patterns.
• Oversee returns and stock rejections, resolving root causes and following up as needed.
• Investigate stock query debit notes from the finance team, meeting deadlines.
• Ensure adherence to company policies for finished goods stock management.
• Facilitate site stock takes as needed.

Service Level Reporting & KPIs

• Own daily, weekly, and YTD service level reports, identifying trends and root causes of shortages.
• Manage CSL KPI data and escalate weekly variances.
• Collaborate with departments to identify service issue causes and share findings across the business.
• Review departmental KPI dashboards and take corrective action where needed.

Other Duties

• Maintain accurate data with strong analytical skills and attention to detail.
• Support the team leader in their absence and assist the wider Supply Chain team as required.

Qualifications:

• The ability to communicate effectively and build strong relationships.
• The ability to work to time-sensitive and tight deadlines
• The ability to prioritise and manage own workload
• The ability to work from own initiative, as well as working as part of a team
• Excellent attention to detail
• Experience of working within a fast-paced environment
• Excellent organisational skills
• Ability to problem-solve and utilise analytical skills to challenge and drive efficiencies.
• Driven, motivated and ambitious to succeed in the role
• Knowledge of Microsoft Office packages
• Experience working with ERP systems such as QAD
• Previous experience in Supply Chain preferably within the food industry

Rewards Benefits:

• Pension (4% Employer Contributions)
• Life Assurance Scheme at x4 basic salary.
• Health Care Cash Plan via Paycare (Dental, Optical, Chiropody, Professional Therapy, Counselling cover), along with access to Paycare Perks for exclusive high street and retailer discounts.
• 25 days of annual leave plus bank holidays (edit as appropriate)
• Holiday Purchase Salary Sacrifice Scheme – buy up to one extra week per year (subject to meeting minimum criteria)
• Cycle to Work Salary Sacrifice Scheme (subject to meeting minimum criteria)
• Electric Car Salary Sacrifice Scheme (subject to meeting minimum criteria)
• Family friendly policies including hybrid working opportunities and Maternity and Paternity leave above statutory minimum
• Annual engagement calendar covering an array of activities and educational events promoting diversity and inclusion
• Participate in supporting your local community with opportunities to spend one day per year volunteering or fundraising and gain company-matched sponsorship.
• Company Wellbeing agenda including annual Wellbeing Week, Menopause Support Group and Mental Health First Aid programme
• Access to staff shops with exclusive discounts
• Monthly employee recognition scheme via the ‘Zertus Values Awards’
• Recruitment Refer a Friend rewards
• Training and Development Opportunities (Leadership courses, External qualifications, Professional memberships)
• Engagement with GroceryAid

About Us:Zertus UK & Ireland comprises three companies – Humdinger Foods, Kinnerton Confectionery, and Lir Chocolates. Our expertise spans the manufacturing of a diverse range of snacks and chocolates, with multiple facilities and offices strategically positioned throughout the UK and Ireland. With a commitment to innovation, we strive to craft products that captivate and delight our customers. Our talented teams have created a growing portfolio of our own famous brands including NOMO, Sun Valley Nuts, Kinnerton Kids, The Fruit Factory, Yum & Yay as well as collaborations with Bailey’s, Guinness and Budweiser!As the UK & Irish division of Zertus GmbH, headquartered in Hamburg and boasting a workforce of over 2000 employees across Europe, we are part of a dynamic and expansive global network.When you join Zertus, you will be based at one of our Humdinger, Kinnerton, Bromborough or Lir Chocolates UK/ Ireland locations, unless your role is hybrid/home-based.Our manufacturing Locations: Heckington, Sherburn-in-Elmet, Fakenham, Bromborough, Navan (Ireland). We have a hot-desking office space in Hull (East Yorkshire) and also in Camden, London. Application & Interview Process:Zertus is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Your application will be reviewed as part of our selection process. If you’re shortlisted, a member of our Recruitment or HR team will contact you by phone or email (please check your junk mail). From there, if you advance, your application will be shared with the hiring manager for further review. If selected, you will be invited to a remote and onsite interview, which may be one or two stages and could include a factory tour.Please let us know if you require any special arrangements or adjustments to be made for your interview by speaking with the Talent Acquisition team at application stage. The provision of this information is likely to include special category data and is therefore covered by data protection laws. We ask for this information so that we are fully aware of any adjustments needed and we will use the information provided to inform our decisions about making those changes.

Expected salary

Location

Fakenham, Norfolk

Job date

Sun, 09 Mar 2025 08:48:14 GMT

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