We are looking for a Customer Service Manager to join our growing team at our Newton Aycliffe site.
Who are INEOS Hygienics?
Years of scientific product development have resulted in us having a fleet of in-house hygiene experts. Add a plethora of brilliant product engineers, and we deliver the right formula to bring the benefits of performance science to everyone, every day.
We use science to create products that beat the market leaders, making life better for the people that use them. We are built on science, but we're bursting with passion, energy, and enthusiasm for what can be achieved.
Our high-level liquids with antibacterial properties are designed to empower and protect, so you can handle anything. Don't just take our word for it - we are the official hygienic partner of some of the world's greatest sporting teams and athletes.
INEOS Hygienics | Science + Performance
The Opportunity
If you thrive on a challenge and are prepared to push yourself, then INEOS’ open and non-hierarchical approach to business will give you the opportunity to shine. We value determination, responsibility, involvement, vibrancy, and an entrepreneurial spirit.
Key Accountabilities:
- Ownership of the order fulfilment process for UK and European customers
- Ensuring orders are processed efficiently on time via SAP.
- Ensuring any IT issues (e.g., interface of orders to 3PL) are actioned and escalated promptly.
- Monitoring 3PL service issues and escalating when appropriate.
- Overseeing order fulfilment process
- Accurate and timely reporting of order values to commercial teams
- Ownership of B2C fulfilment processes, including frequent liaison with service provider and internal stakeholders
- Verification of customer claims & penalties, with follow ups with 3PLs, to minimise financial costs and proactively seek out service improvements & process changes.
- Development and mentoring of direct reports.
- Development of overall customer fulfilment function, including digitisation to remove manual touch points, streamlining of processes.
- Workload allocation within UK fulfilment services team
- Resolving Customer Fulfilment issues direct with customers and/or with support from Account Management.
- Ensuring customer returns and order failures are processed efficiently on SAP to ensure both accurate financial reporting and inventory alignment.
- Responsible for the liaison between Customers, Production Planners, Finance, Customer Fulfilment and Logistics
- Responsible for ensuring all information is provided from Commercial team effectively to set up new accounts, customer account creation and master data requirements.
- Representing Customer Fulfilment at project level
About You:
- We are seeking an experienced Customer Service/Customer Fulfilment Manager from within a fastmoving consumer goods role. Additionally, the following are essential requirements for the role:
- Have significant recent experience within FMCG logistics, supply chain or commercial functions.
- Have demonstrable recent experience of leading a team to deliver a strong customer service and/or project outcome.
- Have demonstrable experience of promoting and implementing continuous improvement to processes and/or ways of working and ensuring these are sustained.
- Have experience of working in a customer focussed role, dealing with both B2B and B2C environments.
- Have experience working with 3PL partners and knowledge of their systems.
- Excellent communication and interpersonal skills to develop internal & external customer relationships to a senior level.
- Knowledge and usage of SAP essential
- Commercial awareness
- A good understanding of business processes essential
- Digitally competent and confident
- Good numeracy skills
What We Offer
- Competitive salary
- Discretionary annual bonus plan
- Generous contributory pension
- Life assurance
- 28 days annual leave, plus bank holidays
- Wide range of benefits including employee funded health care and high street and partner discounts
- Online health, fitness, and wellbeing hub
- Employee Assistance Programme offering a wide range of support services including counselling, financial support, legal services
- Cycle to Work Scheme
INEOS is dedicated to the collective goal of getting to Net Zero by 2050. It drives our businesses; it is the foundation of all our decisions, and it underpins our innovation.
We don’t want to wait for a solution, we want to help create it. We know the answer lies in moving towards it together - with our employees, partners, customers, and the communities we operate in. Our future is in our hands.