JOB SUMMARY

GCB Cocoa UK is a new Chocolate and Cocoa processor based on the Essex/Suffolk border. We are seeking a dynamic and results-driven Customer Service Team Leader to manage and own customer experience and quality of sales data and internal administration for the UK Sales Team using a combination of Excel-based trackers and Business Central (BC) ERP.
This role requires excellent communication skills, a strong understanding of sales processes, and the ability to work effectively in a fast-paced environment. Knowledge of the Chocolate/Cocoa industry would be advantageous.

ESSENTIAL QUALIFICATIONS:

• Understanding of ERP/CRM systems
• High attention to detail and experience of managing data across a variety of systems
• Strong Microsoft Excel skills, including data analysis (formulas e.g. VLOOKUP, Pivot tables etc)
• Strong customer service skills – you don’t take first refusal as a final answer when dealing with internal or external customers and achieve a win-win result
• Strong verbal and written communication skills – you are able to provide a high level of customer service while also ensuring the needs of the business are met in win-win outcomes.
• People Management – you have previous experience of managing at least one direct report, and understand the importance of feedback, accountability and communication to performance management.
• Excellent verbal and written communication skills in English
• Ability to build rapport quickly with customers and colleagues and understand their needs.
• A proactive approach to problem-solving and the ability to adapt to changing circumstances.
• Preferred: Experience working with / implementation of Dynamics 365 Business Central (BC)

• Ensure accuracy of Customer Details and Account Information in all systems
• Maintain Sales Forecast and report to accuracy/monitor changes
• Ensure entry of all Sales Contracts within 24 hours
• Ensure accurate entry of Sales Orders and Blanket Orders
• Work with Logistics Team to ensure OTIF delivery
• Produce Individual Customer Reports on demand
• Follow SOPs for Complaints and Sale Order Returns
• Work with other departments to maintain accurate Inventory Records
• Produce Sales Reports (monthly)
• Ensure compliance with GDPR / relevant data privacy legislation in our processes and document retention
• Coach, mentor and develop the Sales Administration Team to ensure a high level fo service is provided to customers (internal and external)
• Identify and implement opportunities to continuously improve processes to reduce administration and time wasted on non-value add activities with the team.
  Working Hours: 09.00 - 17.00, Monday - Friday