Uk Customer Service Associate

vor 3 Wochen

Hamburg, Deutschland SC Johnson Lifestyle Brands Vollzeit

Lifestyle Brands (the LSB) is a growing house of like-minded brands under the SC Johnson umbrella including Method®, Mrs. Meyer’s Clean Day®, Babyganics® and Ecover®. Headquartered in San Francisco with additional operations in Chicago and throughout Europe, the LSB is home to 650 employees. Together we act as a force for bold, transformative growth with a focus on delivering positive impact for people and the planet. If you’re into pioneering the future and doing good while doing business, come join us.

The LSB is part of SC Johnson, a family-owned company and leading manufacturer of household cleaning, home storage, air care, pest control and shoe care products, as well as professional products. Originally founded in 1886 and headquartered in Wisconsin, U.S.A., SC Johnson and the Lifestyle Brands division are at work for a better world.

Customer Service Associate

Location: Richmond/Frimley

Contract type: Permanent - full time

People Leader: UK Supply Chain Manager (UK SCM)

Function: Supply Chain

Overview:
The UK is key to the long-term success of Lifestyle Brands Europe. Delivering world class customer service levels to our customers here is critical to us delivering on our lofty growth ambitions. Working in a Team with 2 other CSA’s, you will be delighting our customers with precise & accurate handling of orders and proactive communication when faced with any issues. You will have a knack for developing extraordinarily effective relationships with your customer contacts to help you deliver a world class service while balancing business needs. You will report to the UK Supply Chain Manager and partner closely with all the relevant account managers and other CSA’s in the UK region.

**Responsibilities**:

- Accurately & precisely enter/process orders in SAP within 24 hours of receipt
- Manual order entry and confirmation to customer
- Processing EDI orders
- Resolving blocked EDI orders to ensure orders don’t get stuck in the matrix
- Provide a world class service to our customers
- Be the point of contact for resolution of day to day delivery / order / service issues / returns for customer
- Communicate volume cuts, shortages, and availability dates with customers. Tracking shortages weekly
- Implement best practice ways of working to drive service excellence
- Engage and develop ideas for customer service optimization
- Maintain customer information bibles
- Upon request, provide customer specific service updates to key stakeholders
- Manage an effective and efficient relationship with our warehouse & logistics partner
- Investigate delivery variances / shortage notes with customer & warehouse to agreed timescales
- Escalate and collaborate with logistics/sales/planning manager/supply chain manager where relevant to balance service excellence and cost
- Manage the integrity of our customer data in SAP
- Update customer data as required / link barcodes to customer product codes for any new listing for EDI customers / link retailer SKU number to our products/manage substitutions
- Best supporting role
- Provide cover within the existing CSA team for other grocery/retail/wholesale/e-comm customers where required
- Support local sales team with ad hoc volume requests, order details, product queries, samples requests
- Work with our finance team to resolve customer stock queries
- Help instill company values within the team, with focus on a solution-based approach to problem solving

Experience you’ll bring:

- >2 years of customer service experience in a B2B operation, ideally FMCG
- Working knowledge of SAP in an FMCG environment

Super powers you’ll have:

- Great positive communication skills, both internally and externally while demonstrating passion, patience and empathy
- Diplomatic approach to challengeswhilst having the backbone, guts & charm to get the job done
- Consistently high standards & high attention to detail
- The personality and energy to set and add to the team vibe in our offices

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