Compensation Data
£20,000 - £23,000
Long Description
Job Description
Division : BUK [C&C]
Department : UK Supply Chain
JOB TITLE
End to End Key Account Coordinator [Independent and Small Customers]
SITUATION IN ORGANISATION
Reports to Customer Service Team Manager
JOB DIMENSIONS
• Customer Order Management for all manually processed C&C orders.
• On average 2200 C&C manual orders received each month.
• Customer facing role meaning you are the customer’s main point of contact of all order enquiries.
• Customer Relationship Management.
• KPI Adherence.
• Active participation in cost saving projects – working alongside other areas.
• Book deliveries to our customer DCs/ branches – ensuring that OTS is achieved.
• Implement actions to prevent reoccurring claims.
• Forecasting performance - tracking support [customer orders vs Forecast – given period].
• Transportation optimization support [ensure weekly shipments are optimized to optimal level]
ACTIVITIES
C&C Customer Order Co-ordination (Bostik UK)
• Be the first point of contact for all customer enquiries and manual order requests.
• Recognise current order patterns and work with our customer’s and internal teams to implement the most cost effective
ways of meeting customer demand.
• Identify and highlight order requirements out of the ordinary to ensure all divisions are on board and have proactively
managed the request.
• Ensure all manual orders received are processed accurately and efficiently in line with Bostik guidelines including stock
allocations and minimum order values.
• Work with the customer and our Commercial Team to educate best practices including order consolidations for cost effective
logistic planning and improved environmental factors.
• Refer customer enquiries where necessary to the relevant department e.g. Area Sales Manager, Sales Support, Accounts. This
list of contact is not exhaustive.
• You will be required to prioritise and work on your own initiative, including problem solving in real time for any issues that
arise.
• Coordinate activities and ensure optimal service levels versus cost to serve within scope of the role.
• Achieve KPIs related to the role [OTS, Order Book, Blocked Orders, Back Orders and Cost Management related].
• Implement and follow up action plan defined by Supply Chain Director or Corporate for continuous improvement within
perimeter.
• Contribute to budget achievement at UK level.
• Support cost optimization across UK.
• Support actively Cost Savings Projects in the UK.
• Review the current work processes in the UK, in conjunction with Corporate Functions and Supply Chain Director, in order to
increase service levels, optimize costs and inventory.
• Define and suggest needs and implement tools and policies (PowerBI, SAP).
• Work with Supply Chain Logistics, Demand Planning and Supply Planning, to assess current customer ordering patterns and
propose improvements.
Business
• Support the business in providing optimized service levels alongside balancing demand, supply and inventory levels.
• Ensure that appropriate standards of customer care are maintained and that a professional and courteous image is conveyed at
all times. This will also require handling customer complaints, resolving issues and liaising with internal Bostik teams.
Context and environment
• Role covering a diverse and complex UK customer range and Supply Chain related activities.
• Working in matrix organization involving local, regional teams, and Bostik Teams.
• Cost Savings environment where continuous improvement is required.
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Mission Details
ACCOUNTABILITIES
• Customer service performance [OTS, Blocked Orders, Back orders, MOC and OTC].
• Forecast performance [MAPE].
• L06 & L07 [Distribution and Warehousing costs].
• Budget
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