Account Coordinator

Job Title:   Account Coordinator
Location:   Redditch
Salary:      £25,000 - £28,000 per annum

Hybrid two days in the office 3 working from home.

Role Summary

As a Supply Chain Co-Ordinator, you will be the first point of contact for both UK & International Customers. Providing best in class customer service to ensure customer satisfaction every time. You will manage and coordinate customer orders and queries working closely with Supply Chain to understand and manage customer promotion activities. You will have excellent communication skills and be able to deliver an extremely high level of customer service in line with set SLA's.

Responsibilities

Responsibilities include but are not limited to:
• Managing the end-to-end process for customer orders from input to delivery
• Be clear and transparent with customers managing their expectations on any issues that may arise
• Process customer new line forms accurately and communicate any changes quickly and efficiently
• Ensure correct pricing for all orders prior to them being entered onto the system
• Reduce the number of returns and rejections by getting it right first time! This will be monitored monthly through the Credit vs Turnover report.
• Book customer orders in with correct delivery instructions minimising customer returns and rejections at point of delivery
• Develop your relationship with customer supply chain contacts to create & improve interaction & dialogue around peak and promotional phasing's sharing outputs with Manager
• Arrange regular meetings with NAM's following up with actions and written notes sent to Manager
• Take ownership of forecast consumption and proactively communicate detail to customer, NAM & Supply. Identify and act on any issues to prevent possible impact on service.
• Check stock availability thoroughly at point of order entry to ensure lines are not oversold
• Build strong relationships with hauliers to ensure a seamless delivery process
• Work with your team members to understand their accounts enabling you to pick these up in their absence
• Take ownership of your customer profiles and department working instructions ensuring they always have correct information and are updated immediately on any changes
• Share best practice with the team assisting with the team's development and ensuring alignment across Customer Service

Background

Ideally you will have experience in a similar role within the FMCG industry. You will have a passion for Customer Service and great attention to detail. You will have excellent interpersonal skills and be a strong team player.

• You must be comfortable working on your own initiative but also know when to escalate issues
• Forward thinking and highly motivated
• Flexible and willing to support the team while also working on your own personal development
• Have excellent communication skills to interact effectively with both internal and external stakeholders
• Ability to build strong relationships with customer contacts
• Have excellent time keeping and organisational skills
• Deliver excellent results under pressure
• Be proficient in Excel
• Be absolutely reliable, and willing to give 100% all of the time.
• Driven by a desire to make a difference, willingness to constantly challenge yourself to improve everyday, and celebrate success - for yourself or others