Customer Collaboration & Service Supervisor – Blackburn

Position Overview

This role has 3 main areas of responsibility; day to day service and supply chain requirements, reporting, and project/crisis management. 

Location

Blackburn

Company Overview

Pets Choice is a leading pet food manufacturer whose industry knowledge spans over 135 years. Based in Blackburn, Lancashire, the Pets Choice portfolio of brands offers a variety of products for pets and wild animals under its brands; Webbox, TastyBone, Meatiful, Spike’s World, Goodwyns, Davies, Oceanic and Vitakraft. Each brand offers a unique insight into animals from dogs to ducks and produces high-quality products that cater to a wide variety of consumer needs. As a trusted partner, Pets Choice provide private label goods including extruded food, wet food and retorted trays, and baked fresh meat treats. The business also offers additional services such as packaging design, fulfilment and logistics. With a broad range of capabilities and distribution channels worldwide, Pets Choice are proud to be a major supplier to the UK grocery, independents and pet speciality sectors.

Role:

• Responsible for achieving on time and in full supply to our customers by proactively planning, resolving and mitigating service delivery issues by collaborating closely with customers supply chain and internal departments (operations, procurement, planning, and commercial) to deliver the agreed customer service/experience metrics for identified for each customer account. 
• Leadership and supervision of 1 Service Administrator  
• Accountable for creating and issuing service reports to customers and internal stakeholders.
• Review internal supply and product availability information to provide on time customer facing reports.
• Responsible for the issue of all external service related communications, including shortages, re-supply dates or delivery estimations.
• Develop positive relationships with the supply chain contacts, leading meetings, communicating service updates, and be seen as the voice of the customer in internal meetings.
• Accountable for leading cross functional project teams which are focused on the delivery of corrective actions that improve our overall service and mitigate customer frustrations related to service and stock issues.
• Work with operations, warehousing, forecasting, procurement, and commercial teams on a recommended stock allocation plan, which is subsequently agreed by the commercial leadership team and communicated to the customers.
• Liaise with customers and internal teams to optimise business sales and product replenishment to maximise on shelf/online availability including, prompting reorder requests, changes to forecasts, changes to order patterns and stock/depot replenishment targets.
• Identify and implement supply chain and order/service projects which improve efficiencies and profitability.
• Work with cross functional teams on new listings, communicating to the project teams with buy in dates and customer supply chain requirements to ensure these are factored into the critical paths.
• Actively track and keep customers updated on new products and range extensions launches to ensure launches are delivered on time, or that risk mitigation strategies are agreed and implemented when necessary.
• Support commercial and customer supply chain in the completion of product code set ups on or for activation on customer order systems.
• Responsible for monitoring and implementing the agreed order and supply processes are being adhered to: including revised prices, minimum order values/volumes, delivery requirements.
• Lead and suggest improved way of workings related to service and customer supply chain. Proactively leading workstreams to deliver the agreed ideas.
• Establish a new listing and delist process which relays customer notifications into the internal stakeholders.
• Provide cover when required for other team members

Key attributes and skills:

• Experience of working within an FMCG (Fast Moving Consumer Goods) company with experience of customer service or supply chain management
• Autonomous, takes responsibility for your work.
• Experience of dealing with a mix of retail channels, including the key Grocers such as Tesco.
• Proven record of strong collaboration with customers
• Experience of reporting and leading corrective action plans to improve service and overall customer service KPI’s.
• Strong interpersonal and team working skills with the ability to interface and influence a diverse range of stakeholders from various cross-function and proven experience in a customer facing role.
• Experience in using and understanding business performance data, especially forecasting and service levels.
• Excellent organisation skills and can manage multiple projects simultaneously.
• Problem solver with a positive and can-do attitude, and welcomes change and working in a fast-paced and time pressured environment.
• Resilient, able to deal with challenges/ objections confidently and exert influence.
• Computer literate in Microsoft office knowledge, Excel, Word & PowerPoint
• Must be fluent in English