Customer Services Coordinator

The purpose of the role

A member of the Customer Services Team within the Sales department supports designated Account manager(s) in all aspects of customer relationship management. This is a pivotal role providing a link from the customer to the Griffith Foods business. A key company interface with customers in all areas including orders, pricing, costing, forecasting, CRM pipeline support, samples, specifications requests, service levels and other projects as defined in the Sales plan. Ensure that agreed GF and customer Key Performance Indicators, Requirements and Expectations are met or exceeded whilst effectively optimizing the business performance.

Responsibilities 

Sales Order Entry

• Enter all sales orders into ERP and follow through the system to despatch and delivery of product to the customer

• Work closely with procurement, planning, quality assurance, despatch and transport to ensure timely deliveries

• Enter and maintain accurate customer information in ERP, amend / cancel orders as requested

Service

• Record and monitor service levels in designated accounts

• Pro-actively work to optimise customer service level 

Inventory

• Follow all procedures relating to inventory control to ensure we hold minimum stock

• Control all goods returned from customers ensuring all actions are taken to customer satisfaction 

• Ensure that products are launched in line with customer expectations and that any issues are highlighted in advance.

• Ensure that de-listings are handled minimizing exposure to the Griffith organisation.

• Support and work with the Summer Eating Sheet 

Pricing/Costing

• Price queries & requests & update the price book weekly

• All costing generation from new codes from PDI - most Account Managers require this.

• Generate Quotes (and filing of quotes & costing information), based on information provided by the Account Manager

• Projected Sales Reports

Forecasts - it is the Sales Team responsibility to work with Logility, The Customer Services Team can assist as follows

• Work closely with the sales team and procurement

• Understand customer requirements and activity

• Monitor forecast accuracy and work with account mangers / customer to improve

CRM

• Support Account Manager(s) in management/administration of CRM

• To include projects, pipeline, samples etc.

Samples (BOR and SOR)

• All sample enquiries – input requirements to CRM, monitor/update as needed, POD’s

• All Specification and PDDS requests (forward to Product Information).

Customer Integration

• Customers visits as required to meet key contacts

• Understand Customer and market expectations and referencing this against Griffith capabilities.

• Proactively seek to improve customer relationships, service levels and GF profitability

General 

• Responsible for keeping the customer and GF updated on all relevant issues in a timely manner

• Knowledge to cover all roles within Customer Service during holidays & sickness

• Proactively and visibly supports the Health and Safety standards, rules and regulations of the organisation.

Requirements 

• GCSE Level Maths and English
• Minimum of 3 years' experience working in a Customer facing role preferably in the food industry.
• Strong language and communication skills with fluency in English language as a minimum.
• Can work independently and as part of a team
• Knowledge and experience of working with ERP systems