Customer Service Analyst

As a Customer Service Analyst, you'll be at the heart of our customer operations, driving seamless service for a key portfolio of clients.  In this role, you’ll be the vital link between our customers, sales teams, supply chain, and logistics partners, ensuring that every order is managed with precision from start to finish.  You’ll have the chance to build strong partnerships with customers, influence product delivery schedules, and collaborate with teams to keep everything on track. 
If you’re someone who excels at solving problems, improving processes, and making a real impact on customer satisfaction, this role is for you!

You'll play a crucial role in ensuring seamless customer order processing, striving to meet service level targets by proactively managing orders against forecasts.  Balancing customer volumes, handling seasonal commitments, and communicating any variations to customer demands will be key parts of your responsibilities.  Keeping comprehensive customer records ensures that the team can provide uninterrupted support even in your absence.

You will develop solid relationships with our 3rd Party Logistics providers to guarantee that orders are fulfilled according to customer expectations.  This includes tracking deliveries, resolving issues with returned products, and coordinating closely with finance when necessary to ensure everything runs smoothly.

Working alongside commercial teams, you’ll closely monitor customer forecasts, tracking product intake and seasonal changes.  Your keen eye will flag any discrepancies or over-consumption, helping to balance demand and ensure that customer needs are met efficiently, maximising sales while minimising excess stock.

Building and nurturing strong partnerships with customer contacts will be central to your role, creating trust and collaborative ways of working.  You’ll also support the broader Customer Operations Team in developing innovative approaches and step in to help your teammates whenever needed to maintain high service levels.

You’ll be instrumental in driving continuous improvement within our operations, working with the team to optimise processes that lead to service and cost enhancements.  Your focus on performance metrics like order fill rates and shelf availability will help us deliver the freshest products to our customers while ensuring that our internal targets are consistently met.

Collaboration will be key as you build strong ties across our Supply Chain team and maintain effective communication with all stakeholders.  By aligning with Demand, Distribution, Supply Planning, and our logistics partners, you’ll ensure that customer requirements are clearly understood and fulfilled to the highest standards.

To excel in this role, you'll need strong customer service skills, solid organisational abilities, and professional communication and interpersonal expertise.  Effective problem-solving skills are key, particularly when managing tasks under pressure.

We’re looking for detail-oriented, results-driven individuals with a customer-centric mindset.  The ability to work independently and stay effective under tight deadlines is crucial.  Strong numeracy skills and an analytical approach are also highly valued.

Experience in customer supply chain operations, especially within FMCG networks, will be a significant advantage, helping you better understand and meet customer needs.

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Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world’s largest sweet-packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at ferrero.com.

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative, and highly rewarding.
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