Senior Service & Sales Order Processor - Blackburn

Position Overview:

Processing customer sales orders and call handling

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:

• Take an active role in supporting the overall business by processing customer sales orders to achieve turnover, volume, and profitability targets
• Deliver targets for processing customer sales orders and call handling, offering the best service to our customers
• Complete Pre Order Checks in line with commercial agreements identifying and resolving any variances to this
• Working with automated systems and manual entry in line with commercial agreements with regards to load fill, lead-time and delivery dates
• Identify in advance any risk to service from any area including stock availability, minimum shelf life requirements, range changes and take steps to escalate and mitigate order or service issues
• Track order fulfilment to ensure orders are delivered on time in full, keeping customer updated with any variances
• Assist in the arrangement of despatch documentation
• Arrange and ensure any collections/destructions are raised correctly and actioned in a timely manner
• Support in prepping claims, and process the approvals in line with value limits
• Review and process agreed refunds/claims if required
• Access and update customer portal orders and manage customer subscription or order pattern changes
• Answer customer order and service related emails
• Redirect general email and calls to relevant departments
• Ensure all records, systems and paperwork are kept up-to-date
• Support new customer enquiries, set up and follow up new opportunities and provide after sales support
• Take and process payments and manage invoices (pro formas & manual)
• Maximise sales order opportunities including; alternative lines and promotional opportunities
• Liaise with various internal and external stakeholders to offer a first-class level of service
• Contribute to improvement in ways of working and support the development of new IT systems and business processes
• Responsible for the adherence of agreed business policies and procedures, as well as legal requirements affecting the department e.g. GDPR
• Record data to support internal and external reporting
• Provide external reporting or communications to the agreed customers
• Attend when required external meetings and events
• Support in additional sales office related administration tasks
• Provide cover for the department when required

Key attributes and skills:

• Experience in a sales office environment
• A sound understanding of Microsoft Office Software including, Excel, and stock and data management systems
• Empathetic, calm and clear communicator
• Strong organisation skills with excellent attention to detail, and numerical excellence
• Analytical and can interpret data and operate at pace across a range of tasks
• Resilient with a positive and can-do attitude, and comfortable working in a fast-paced environment
• Must be fluent in English