Sales Order Processor - Blackburn

Position Overview:

Working 37.5 across Monday to Friday 8.30 until 4.30 or 9.00 until 5.00

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:

The main purpose of the role is to efficiently and accurately provide service excellence and deliver sales within Pets Choice by providing timely and accurate sales support to internal and external customers. 

To offer a professional, efficient and timely service to customers and consumers in a multi-platform environment. Ensure that exceptional customer focussed standards are always adhered to. Be an ambassador for Pets Choice Ltd; but in doing so demonstrate fairness to our customers and consumers

• Handle inbound customer calls and e-mails within specific response times.
• Follow agreed process for placing customer orders and checking colleagues orders ensuring a high level of attention to detail along with taking full ownership of each order processed.
• Make outbound calls or correspond with customers as required, following up on any commitments made.
• Maintain customer filing in logical and efficient manner.
• Daily entry and filing of customer POD’s and orders.
• Actively participate in any initiative to improve the level of customer service provided by Pets Choice.
• The role is office based with occasional travel to consumer shows/exhibitions as and when required.
• Regularly update product knowledge in-line with Business needs.
• Work with other departments to proactively respond to all customer enquiries
• Logging and reporting shortage information
• Be an effective brand champion for your selected customer base
• Using bespoke web portals to obtain orders, update shortage information and upload invoices for key customers
• Use 3CX telephone system, ensuring effective communication with both customers and hauliers
• Using EDI to send and receive orders, remittances and debit notes
• Contribute to department meeting set KPI’s
• Build strong and positive relationships with customers at various levels

Key attributes and skills:

The person will need to enjoy a public facing role and should thrive in a fast-paced environment, has good attention to detail and excellent communication skills. Have an empathetic manner and can remain calm and professional under pressure. A problem solver who enjoys following process and likes to make a difference. 

• Experience in FMCG customer service or supply chain management role, with high autonomy.
• Experience in dealing with a mix of retail channels, including the key Grocers.
• Experience of reporting and leading corrective action plans to improve service and overall customer service KPI’s.
• Strong interpersonal and team working skills with the ability to interface and influence a diverse range of stakeholders from various cross-function and proven experience in a customer facing role.
• Excellent organisation skills and can manage multiple projects simultaneously.
• Problem solver with a positive and can-do attitude, and welcomes change and working in a fast-paced and time pressured environment.
• Resilient, able to deal with challenges/ objections confidently and exert influence.
• Computer literate in Microsoft office knowledge, Excel, Word & PowerPoint
• Must be fluent in English
• Flexible, with a strong work ethic. Able to convey empathy when appropriate.

Desirable:

• Experience in the pet food/pet care sector