Job Description

Customer Service & Sales Improvements

• Manage non conformance

• Taking receipt of all non conformance

• Investigating and reaching a conclusion

• Crediting customer when required (Training from the office accountant will be required)

• Mitigation plan and training

• Embedding the training

• Review and refresh training

• Preventing non conformance

• Identify the areas with the most NC's

• Review the process

• Work with the head of department on an improved process

• Training and embedding

• Review

• Telephone queries (first port of call)

• Training on what good looks like to all staff who answer the phone

• Answering the phone day to day - ensuring the office is always covered 8-5pm

• Capture any customer queries and respond in a timely manner. If it's a QA issue you will need to get the information from the technical director. If its serious inform the sales director and technical director

• Website and customer letters response

• Respond to customers in a timely manner

• Supply Chain contract strategy

• Develop relationship through rapport and adding value

• Speak and communicate to supply chain customers on issues and resolution plans

• Speak to supply chain contacts on forward planning

• Meet with customer at on site meeting to discuss customer service and plan to improves

• Track customer service level and report to customer and weekly to the sales director and Board.

• Customer systems

• Become an expert on EDI and customer systems eg (Tesco TIMS)

Required Knowledge, Skills, and Abilities