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Customer Service Executive
2 weeks ago
About the role:
The Customer Service Executive is responsible for owning the relationship with the customer supply chain. They are responsible for collaborating with Reckitt Customer Sales teams, Reckitt Logistics Team, Customer teams and 3PL.
They will need to have a clear understanding of customer expectations on KPI's, provide visibility of their customer scorecards internally and deliver on customers' KPI expectations.
Managing the day to day operations of their customer accounts including communication with customers on operational issues, driving credit note reduction plan actions, project managing joint business plan initiatives and a high focus on Pack Fill Rate (PFR) service level improvement in their accounts.
Your responsibilities:
- Attend to daily customer queries within 30 mins turnaround time
- Follow up with 3PL to ensure best possible booking slots are secured for DC orders
- Quarterly master data maintenance for responsible customer accounts
- Weekly meetings with customer sales team & customers to review service, upcoming recoveries, credit notes and new store openings
- Work closely with order entry team to flag any pricing and obsolete EDI drops to Sales team immediately for resolution
- Micro manage promotional orders to ensure highest possible stock availability
- Preparation for weekly internal meetings and monthly decks
- Lead joint business plan discussions with clear timelines and deliverables
- Drive actions to ensure satisfactory results in Customer Satisfaction Surveys
The experience we're looking for:
- 2 to 5 years of supply chain experience with core experience in customer service The knowledge, skills, and abilities typically acquired through the completion of a bachelor's degree program in a related field, or equivalent work experience.
- Strong knowledge of logistics and experience in collaborating with customers
- Good understanding of customer trading terms
- Knowledge of order entry system such as JDE is beneficial
- Advanced skills in Excel, Power point and other Microsoft office platforms
- Enthusiasm, motivation, tenacity and a commitment to timely delivery of results
- Ability to drive continuous improvement and think "out the box"
- Ability to effectively communicate at all levels with internal and external stakeholders
- Ability and confidently challenge, question, influence and negotiate
- An appreciation of the total business picture
- Ability to travel 20% of the time
Equality:
At Reckitt, we recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience.
Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you.
Come and join a team whose purpose is to protect, heal and nurture in the relentless pursuit of a cleaner and healthier world.
All qualified applicants to Reckitt will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.
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