Job Title / Customer Relations Coordinator
Business Unit / Operations
Location / New Jersey
Job Group / 5
Key Relationships
Reports to: / Supply Chain Director
key relationships: / Customers; Commercial and Marketing Teams; Distribution; Bottling; Finance
Job Purpose
To provide excellent customer service by managing all demand activity to meet and exceed customer expectations.
Key Responsibilities & Critical Success Measures
· Develop and build strong working relationships with key Customers in market in to order to manage all demand activity and be the customer interface between the Commercial and Operations Teams
· Processing sales orders into JDE in adherence with product lead times to achieve customer service reliability of > 98%
· Manage customer forecast process from point of issue through input into JDE with analysis to Budget/LE. Coordinate and manage demand levels with Commercial & Marketing Teams
· Manage bailment locations and control inventory from replenishment to depletion ensuring relevant targets on levels and turns are achieved
· Manage and control sales orders and shipments from 3rd party warehouses ensuring 98% on time in full
· Liaise with Customers and Operations team in resolution of customer complaints
· Minimize excess and slow moving stock in Edison, bailment states, 3rd party warehouses and markets
· Manage allocated and control brands to agreed supply levels
· Control and manage NPD & NBD into the Supply Chain
· Conduct customer surveys, analyze results and conclude on key action points
Competencies / Function: / Operations
Working with People
(A) Demonstrates an interest in and understanding of others
(B) Adapts to the team and builds team spirit
(C) Recognises and rewards the contribution of others
(D) Listens, consults others and communicates proactively
(E) Supports and cares for others
(F) Develops and openly communicates self-insight, such as an awareness of own strengths and weaknesses
Writing and Reporting
(A) Writes clearly, succinctly and correctly
(B) Writes convincingly in an engaging and expressive manner
(C) Avoids the unnecessary use of jargon or complicated language
(D) Writes in a well-structured and logical way
(E) Structures information to meet the needs and understanding of the intended audience
Learning and Researching
(A) Rapidly learns new tasks and quickly commits information to memory
(B) Gathers comprehensive information to support decision making
(C) Demonstrates a rapid understanding of newly presented information
(D) Encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback)
(E) Manages knowledge (collects, classifies and disseminates knowledge of use to the organisation)
Delivering Results and Meeting Customer Expectations
(A) Focuses on customer needs and satisfaction
(B) Sets high standards for quality and quantity
(C) Monitors and maintains quality and productivity
(D) Works in a systematic, methodical and orderly way
(E) Consistently achieves project goals
Following Instructions and Procedures
(A) Appropriately follows instructions from others without unnecessarily challenging authority
(B) Follows procedures and policies
(C) Keeps to schedules
(D) Arrives punctually for work and meetings
(E) Demonstrates commitment to the organisation
(F) Complies with legal obligations and safety requirements of the role
Coping with Pressures and Setbacks
(A) Works productively in a high pressure environment
(B) Keeps emotions under control during difficult situations
(C) Balances the demands of work and personal life
(D) Maintains a positive outlook at work
(E) Handles criticism well and learns from it
Values
Personal Characteristics
· Effective team player with good interpersonal skills
· Ability to take tough decisions and stand by them
· Excellent communications skills (verbal & written)
· Analytical problem solver
· Confident to use own initiative
· Ability to handle pressure & meet deadlines
Knowledge, Skills and Experience
· Comprehensive understanding of customer service processes and procedures gained in a manufacturing environment (preferably beverage/alcohol industry)
· Knowledge of HMR&C, shipping terms and documentation requirements desirable
· Experience in Forecast management
· Understanding of inventory control
· Knowledge of PC applications essential
· Experience of working within a fast moving dynamic organization
· Excellent time management skills
· Ability to work independently and in a team environment
Created By: / HRBP:
Date: / Date:
Date of last revision:
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