Service Administrator - Blackburn

Position Overview:

Support in the delivery of our service ensuring customer orders are on time and in full, by proactively planning, resolving and mitigating service delivery issues and collaborating closely with customers and internal departments

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:

• Answer and resolve customer service-related enquiries
• Accountable for creating and issuing service reports to customers and internal stakeholders against agreed KPI’s
• Responsible for the booking and tracking of deliveries to ensure orders are delivered on time and in full, keeping the customer updated with any variances
• Review internal supply and product availability information to provide on time customer facing reports
• 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 the order or potential service issues
• Responsible for leading customer service/delivery complaint investigations and providing updates to the customer
• Support in delivery rebooking or recalls
• Support in prepping claims, and process the approvals in line with value limits
• 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
• Access and update customer portal orders relating to service and order requirements
• Ensure all records, systems and paperwork are kept up-to-date
• Lead new customer enquiries, set up and follow up new opportunities and provide after sales support
• Support commercial teams with, communicating buy in dates and customer supply chain requirements to ensure these are factored into launches
• Actively track and keep customers updated on new product and range extension launches to ensure launches are delivered on time
• Support commercial and customer supply chain in the completion of product code set ups on or for activation on customer order systems
• Feed into the new listing and delist internal process
• Responsible for the adherence of agreed business policies and procedures, as well as legal requirements affecting the department eg 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

Key attributes and skills:

• Experience in a sales office / order processing environment and ideally and external service facing role
• Strong IT skills including Microsoft Office Software and stock and data management systems
• Excellent customer service skills, with strong communication and able to be empathetic and calm
• Strong organisation skills with excellent attention to detail, and numerically competent
• 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