The Role:

This is an exciting opportunity to join a food manufacturer based in Cornwall.  It is a crucial and pivotal role within a demanding and growth focused business. Customer centric but with strong internal supply chain connections to ensure effective delivery of commercially sustainable and excellent customer service.

Skills

• Excellent organisational and warm communication skills
• Assertive, determined approach to providing excellent customer service
• Ability to balance customer expectations with business processes and capabilities
• Ability to prioritise customer demands with commercial business values
• Excellent attention to detail, alphanumeric accuracy and ability to check and validate own work
• Computer literate including Sage, excel and ability to navigate retailer website portals

Key Areas of Responsibility

Sales & Operational Planning

• Collaborating with the Commercial Director to update sales forecasts to ensure effective demand planning
• Collaborating with the Production Planner to ensure customer demands are prioritised appropriately
• Collaborating with the Warehouse Manager to shepherd complex customer requirements through the system
• Communicating with Customers to manage expectations and ensure they are kept up to date on order progress

Onboarding Trade Customers

• Ensuring account application forms and trade references are issued to customers promptly to avoid delays in order processing

Trade Customer Account Management

• Sales order processing. Receiving and transposing EDI and emailed customer orders to be processed and fulfilled by the accounts team.
• Customer support for key accounts - general enquiries such as responding to product information requests
• Responsible for keeping brand bank up to date.
• Loading all promotions with key customers via their portals.
• Ensuring all rate of sale data is updated on a weekly basis, with a view to providing gap analysis in ranging and performance data.

Triage Customer Enquiries

• New customer enquiries validation: following up all new business enquiries received via email from potential customers, understanding the nature of the enquiry, relevant details of the customer to hand on the relevant account manager for further development.

New Product Launches

• Product sample preparation and dispatch for grocery, wholesale and new business development.
• New product form filling/submission grocery, wholesale and new business development.

Consumer Communications

• Web sales customer service support. Liaising between web sales fulfilment partner, marketing and customers to ensure all online shop contacts are resolved in a timely manner.
• In-store support with key customers from: product sampling, window dressing, merchandising, FSDU’s and free issue of stock.
• Planning trade show ensuring bookings are made on time, trade stand and samples are shipped correctly and arrive with the organisers with trade passes, flights and accommodation booked in a timely and cost-effective manner.