Customer Service Analyst/Account Manager

  • Location
    Ashford, Kent
  • Category
    FMCG - Supply Chain
  • Contract Type
    Permanent
  • Salary
    £31,000.00/Year
  • OrganizationType
    Home

Job Title: Customer Service Analyst/Account Manager (Supply Chain Department)


Location: Working from Home. Your new Head Office is based in Ashford, Kent so you'll need to live within a commutable distance to visit the offices 1-2 times a month for meetings.


Salary: £31k


Hours: Monday-Friday, 8am-5pm


Reasons to work at this company:



  • Excellent values, a company that truly believes in sustainability and donating to charities

  • Huge discounts on food (Our favourite!) with a subsidised canteen perfect for a cuppa, snack and lunch when visiting the offices

  • Excellent training

  • Supportive Managers - we've recruited for this company and team for 10+ years so we know them well

  • Career progression opportunities

  • Modern offices and free parking


As a Customer Service Analyst/Account Manager your responsibilities would be:



  • Pro-actively analyse data to understand key service issue trends across the relevant business sector.

  • Provide monthly performance reviews for relevant sales channels highlighting key issues in performance and recommend resolutions.

  • Perform 'deep dives' to identify root cause of issues and work collaboratively with relevant sales colleagues, customers and relevant operational colleagues to provide long term, robust solutions.

  • Propose end to end business solutions to deliver optimum service for all sales channels at both depot and/or customer levels.

  • Lead/attend service calls and coordinate service improvement plans and communicate progress to relevant key stakeholders.

  • Manage the generation, analysis and distribution of customer service reporting (Daily / Weekly / Monthly) in line with contractual requirements.

  • Working collaboratively with sales to agree contractual customer service levels to ensure commitments are adhered to, through service improvements and relevant reporting.

  • Build strong communication links with customers, planning team's sales and operations and establish a sustainable but challenging working relationships.

  • Build strong communication links with the external customer and work with the sales managers to develop joint business plans where appropriate.

  • Build strong relationships with Sales in order to understand their concerns and issues, but also to challenge where they can improve/are not delivering their part of the SLA

  • Represent supply chain function at internal and external customer service meetings.


You'll be the perfect match for this client if you have:



  • Experience working as a Customer Service Analyst/Account Manager/Service Manager for an FMCG company

  • Supply chain experience

  • An understanding of lean principles or other continuous improvement methodology desirable. Six Sigma Yellow or Green Belt would be advantageous.

  • Excellent Business Warehouse 7.4 capabilities

  • Excellent Excel skills

  • Highly analytical with ability to create and manipulate multiple data types

  • Project management skills

  • Proven continuous improvement techniques


Refer a friend scheme:


We're recruiting for 2 positions for this company so if you know anyone who you'd like to work with as a Service Manager, please recommend them to us - we offer refer a friend vouchers, call us for more information on 01233 611780! Terms apply.


Next steps:


Apply today, interviews are available immediately via MS Teams and we can support you through your new job journey.


Bonnie (Candidate Manager) or Nicola (Permanent Consultant) will call you within 48 hours to discuss the position in further detail with you if you match the requirements for the job. We look forward to your application.

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To speak to a recruitment expert please contact Nicola Hamley