Customer Service Advisor
Full Time
Job Description
- Responsible for end-to-end processing of stock receipts, returns, claims and co-pack activity, conduct appropriate investigations and create PO's and credits in a timely manner.
- Monitor and report changes in quality status made by supply points. Ensure all releases & blockages are processed correctly and that any business impact is communicated.
- Daily stock reconciliation process; monitor and resolve failed EDI messages and discrepancies SAP/WMS/Guardian
- Daily preparation and sharing of shortage reports. Investigating and identify any trends in shortages and work with the warehouse to implement corrective action plans.
- Waste management, minimization, reporting
- Investigate and resolve all logistics claims forwarded from IBS, within given timeframes;
- Communication of RC and required actions - Key liaison with IBS finance team
- Action stock traceability requests from supply points or quality department within agreed timeframes, providing analysis and impact assessments to the wider business.
- Maintain business continuity plans (BCP's) & conduct appropriate tests at regular intervals
- Work with customer team & NAMs to challenge customer behaviors that drive logistics complexity and/or costs - e.g. MOQs, Goods In checks, fixed booking slots etc.
- Work closely with the transport and warehouse team to devise and implement action plans to combat the root causes behind logistical discrepancies
- Ensure adherence to relevant DANGO controls, participate in annual audits, owning corrective actions
- Support the Logistics Manger with continuous improvement activity and special projects.
- This role will require limited weekend/bank holiday working on a Rota basis (in line with the rest of the Customer Collaboration and Logistics team).
- Responsible for the accuracy of finished goods
- Responsible for the correct quality status of all products at all times (ensuring no blocked stock can be sent to customers)
- Supports projects to hit annual productivity targets (3-6% pa to mitigate impact on COGS/ROP)
- Responsible for co-pack activity, ensuring correct execution and SL on £XXM net sales
- Maintains business continuity (24/7 operations)
Required Knowledge, Skills, and Abilities
- Knowledge and experience on supply chain & logistics operations - FMCG experience an advantage
- Systems orientated, with experience of SAP
- Highly skilled with Microsoft Excel
- Accurate and numerate, with attention to detail to be able to challenge and spot errors
- Plans activities in a systematic way; able to think ahead and consider different options to achieve goals
- Results driven and shows tenacity to achieve a high quality outcome
- Takes initiative even when faced with critical situations
- Conveys a positive mindset & is ready to change way of working
- Rapidly builds trustful relationships with a broad range of people
Reference no: 84204