Division: Bostik Ireland
Department: UK & Ireland Supply Chain
Reports to: Head of Customer Service UK & Ireland
Job Dimensions:
* Manage a team of 5 Customer Service Representatives.
* Oversee Customer Relationship Management.
* Ensure adherence to KPIs.
* Actively participate in cost-saving projects, collaborating with other departments.
* Implement actions to prevent recurring claims.
* Support transportation optimisation to ensure weekly shipments are at optimal levels.
* Implement new procedures to comply with Arkema policies.
* Provide training on new and updated systems: SAP, MDP, PowerBI, Salesforce.
* Resolve customer queries regarding orders, pricing, product information, and deliveries.
* Liaise with all departments and external warehouses to optimise Customer Service levels.
* Maintain administrative processes, including documentation, filing, and general housekeeping.
* Assist with daily order processing as needed.
* Manage specific customer accounts.
Key Activities:
* Coach the Customer Service Team to recognise order patterns and work with customers and internal teams to meet demand cost-effectively.
* Mentor the team to identify and highlight unusual order requirements, ensuring proactive management.
* Oversee the team to ensure accurate and efficient order processing in line with Bostik guidelines, including stock allocations and minimum order values.
* Collaborate with Customers and the Commercial Team to educate on best practices for cost-effective logistics and improved environmental factors.
* Achieve KPIs related to the role (e.g., OTS, Order Book, Blocked Orders, Back Orders, and Cost Management).
* Implement and follow up on action plans defined by the Head of Customer Service UK & Ireland or Corporate for continuous improvement.
* Contribute to budget achievement at the country level.
* Support cost optimisation and savings projects at the country level, including direct shipments where feasible.
* Define and suggest needs, and implement tools and policies (e.g., PowerBI, SAP).
* Support digital enhancement projects as required.
* Set up new accounts and create SAP master data.
* Support pricing (creation/amendment and administration of pricing on customer master data).
* Support the creation and administration of promotions on customer master data.
* Issue price files to customers upon request.
* Manage the training program for new employees.
Context and Environment:
* The role covers a diverse and complex range of Ireland customers and Supply Chain-related activities.
* Work within a matrix organisation involving local, regional, and Bostik teams.
* Operate in a cost-saving environment where continuous improvement is essential.
Accountabilities:
* Customer service performance (e.g., OTS, Blocked Orders, Back Orders, Minimum Order Value, and CSR errors).
* Distribution costs (L06).
* Budget management.
Qualifications / Experience Required:
* Over 5 years of relevant Customer Service experience.
* Experience managing a team.
* Exceptional written and oral communication skills.
* Ability to plan, prioritise, and organise effectively.
* Intermediate-level Excel knowledge (further training provided).
* SAP experience required.
* Continuous Improvement mindset with SAP.
* Ability to work autonomously.
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