Customer Team Leader

At Britvic, we make, market and sell great-tasting soft drinks, offering refreshments to billions of consumers worldwide. We're constantly refreshing and reimagining our business, ensuring it's innovative and evolving while staying true to our vision – to be the most dynamic soft drinks company, creating a better tomorrow. We've been home to iconic brands for over 100 years, and our relevance is anchored in an authentic heritage. Delivering our vision is down to the passion of our people, and we create conditions for everyone to thrive and grow. From our international supply chain and network of partners, we export to over 100 countries, offering opportunities for our people and businesses to grow.
 

Job Overview

At Britvic, we're seeking a dynamic and compelling Customer Team Leader to join our Consumer Brands division. In this role, you'll lead a team of Customer Service Representatives, ensuring exceptional customer satisfaction through timely resolution of all queries and providing an outstanding service experience. As the primary customer depot/head office contact, you'll be responsible for end-to-end order management, fostering strong customer relationships, and driving operational efficiency.

Key Responsibilities

• Ensure the customer service team accurately captures and processes external and internal customer orders, providing all necessary information to enable efficient order sourcing while delivering excellent customer-facing skills.
• Drive a focused improvement philosophy by optimizing order volumes through full load utilization or link loads for smaller orders, minimizing pick requirements.
• Oversee the team in obtaining customer booking slots for new orders and rebooking existing orders when original slots cannot be satisfied.
• Act as the primary Britvic point of contact for customer delivery points and liaison with head office contacts.
• Serve as the primary Britvic logistics point of contact in-line with customer requirements outside normal office hours.
• Ensure the customer service team resolves delivery order issues with customer depot/head office and relevant Britvic personnel.
• Highlight orders outside predetermined parameters to initiate actions and achieve FI targets.
• Ensure timely and accurate checks to ensure all orders are processed effectively.
• Investigate all order failures/shortages and provide resolution, action plans, and relevant supporting communications.
• Collaborate cross-functionally with collaboration and forecast managers, deployment, transport & warehouse providers, and network execution to ensure best-in-class customer service in the most efficient manner.
• Maintain awareness of S&OP and its role within the supply chain.
• Demonstrate full understanding and use of systems such as SAP, CMS (telephone query line), and customer service reporting.
• Ensure effective, clear, and timely communication to relevant stakeholders.
• Build strong customer relationships, developing an understanding of specific customer needs and priorities.

Requirements

• Customer-facing experience
• FMCG business experience
• Proficiency in SAP

Education

A Level or equivalent qualification is required.