Customer Service Manager (R7610)
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Customer Service Manager (R7610)

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What do we have to offer?

An informal, no-nonsense and ambitious culture
An informal, no-nonsense and ambitious culture
Personal development through our Academies and other training courses
Personal development through our Academies and other training courses
Colleagues who like to share their passion and knowledge with you
Colleagues who like to share their passion and knowledge with you
We work For the Future of Farming. Would you like to join us?
We work For the Future of Farming. Would you like to join us?

About ForFarmers

#1 European Total Feed solutions provider
#1 European Total Feed solutions provider
Servicing over 27,000 farmers
Servicing over 27,000 farmers
Based in the Netherlands, Germany, Poland and the  United Kingdom
Based in the Netherlands, Germany, Poland and the United Kingdom
Listed since 2016 on Euronext Amsterdam
Listed since 2016 on Euronext Amsterdam

Overview

Hours
37,5
Employment
Fulltime
Category
Customer Service
Location
Shepshed

Job Title:        Customer Service Manager

Location:        Based in Shepshed, Leicestershire

Contract:        Permanent

Hours:            Full-time, 37.5 hours per week

Salary:            Competitive package

Reporting to: Managing Director, UK CirQlar OpCo                   

Job Req:        R7610

ForFarmers CirQlar is focused on securing co-products (by-products) from the food and drinks industries and circulating them back into the food chain.  We buy these raw material products and either sell them to farm customers or incorporate them into our own animal feed blends. Thus we help achieve a sustainable and affordable food supply.

Your role

As the CirQlar Customer Service Manager you will be an integral part of the CirQlar Senior Team and be responsible for providing best in class Customer Service levels. You will manage and lead a customer centric service team, where their achievements will contribute to CirQlar UK’s overall customer satisfaction experience.

You will responsible for managing the full end to end process from securing orders, seeing the process through production planning and ensuing the timely and successful delivery of product to farm customers. You will understand how to manage logistical challenges with ease, maximise commercial returns from efficient scheduling and develop commercial understanding of the overall business.

You will be managing a small team and will be responsible for personal development plans, one to ones, and ensuring all KPI’s are delivered.

Your responsibilities

Customer Service

  • Ensure timely upfront confirmation of deliveries with customers.
  • Update customers with monthly price changes.
  • Interpret production plans and share with other stakeholders.
  • Manage and monitor 360-degree communication from inbound customers to haulier to end customer.
  • Ensure pro-active approach is in place so management of loads and associated communication is on a live basis.
  • Update trading boards once customer confirmations are completed to provide sales gap information.
  • Blocked order management and resolution. 
  • Own all elements of customer service with our farm customers.  This will include complaints, eta enquiries, delivery date enquiries, requests updates and pricing queries. 
  • To develop and maintain the input of information into C4C database system regarding all customer interactions.
  • Manage & monitor telephone data, statistics, response time, missed calls and also ensure service is fit for purpose.

Systems and Processes        

  • Manage accurate and timely entry of sales and purchase contracts on system.
  • Update SAP with correct pricing and haulage rates.
  • Process improvement, implementation and growth to streamline customer service processes.
  • Ensure robust checks and balances are in place across the customer service function.
  • Source savings/benefits through efficient planning – 3rd party haulier management and corresponding efficient routing. 

People

  • Lead and motivate a Customer Service Team to deliver a “best in class” approach to customer management.
  • Identify team members for progression and produce plan for development.
  • Provide training plans and clear KPI’s. Monitor and manage ongoing.
  • Produce, manage and share ASH cover plans.
  • Ensure robust cross cover training matrix is in place and executed.

Cross Functional Engagement          

  • Establish and maintain the standards for the whole customer service experience as set by the Managing Director
  • Identify, build and maintain positive internal and external stakeholder relationships.
  • Work with the trading and admin team to resolve queries and complaints.
  • Inform Traders of farm opportunities and competitor information.

Key player within CirQlar       

  • Be a positive member of CirQlar team, proactively contributing to the broader performance beyond your own scope.
  • Act as role model, positive, solution orientated, growth led attitude and mindset freely offering encouragement and advice to solve challenges through teamwork and best in class processes.
  • Be known as a leader, always connected to the source customers, customers and hauliers.

Your profile

Essential:

  • Significant experience in a customer service/planning team environment.
  • Previous experience in a management role.
  • Proven ability to lead and motivate a customer service team.
  • Elevated level of focus on customer service levels, attention to detail with a high level of initiative.
  • Excellent communication skills
  • Multi-tasking
  • Customer centric focus
  • Goal setting
  • Systematic planning
  • Determination
  • Self-awareness
  • Creative thinking
  • Team player
  • High level of commitment
  • Influencer
  • Positive attitude

Desirable:

  • In depth knowledge and understanding of the agricultural animal feed industry
  • SAP knowledge advantageous

Benefits 

  • Competitive salary
  • Performance related bonus
  • Car allowance
  • Company pension (with option to enhance after 12 months service)
  • Private medical insurance
  • 27 days holiday plus bank holidays
  • Employee Assistance Programme (offering support on a range of topics). 
  • Cycle to work scheme
  • Opportunity to shape the role and grow with the business

About ForFarmers:

UK CirQlar OpCo is part of ForFarmers UK, a separate entity within the ForFarmers Group.

CirQlar business purpose is integral to ForFarmers group vision and mission, supporting farmers to achieve good returns and a robust long-term business model. CirQlar aims to bring more and more co-products back into the food chain and in this way enhance circularity to help achieve sustainable and affordable food supply,

As the CirQlar Customer Service Manager you will be an integral part of the CirQlar Senior Team and be responsible for providing best in class Customer Service levels. You will manage and lead a customer centric service team, where their achievements will contribute to CirQlar UK’s overall customer satisfaction experience.

Proud values:

PASSIONATE

Working for ForFarmers is more than a job; it's a passion. The farming business is what makes us tick. We do everything we can to future-proof the sector, and this ambition shines through in our behaviour and our way of working. We push back boundaries and go the extra mile for our customers, suppliers and colleagues.

RESPONSIBLE

Our actions have an impact. We help farmers work in a sustainable way so that together we can safeguard the continuity of the farming business. The same principle applies to our day-to-day operations: we take good care of our customers and other stakeholders, and always aim for the best, most efficient and most sustainable result.

OPEN-MINDED

Keeping an open mind enables us to support farmers in the rapidly changing agricultural sector. We are able to adapt to the needs and working methods of the industry and are always on the lookout for new opportunities. We are clear about our intentions and expectations and prefer to listen than to speak.

UNITED

Addressing the challenges with which the agricultural industry is faced requires a joint effort and mutual trust. We join forces with colleagues and customers and work as one team towards our shared goals. In many cases we take the lead but we are also able to follow if that produces better results.

DELIVERING

We have a natural ambition to get things done, regardless of how difficult the job is. We do what we say and say what we do. We are respectful, honest and direct at all times. It is the sign of a ForFarmers employee.

Applications

We value diversity in our workplace and welcome enquiries from everyone.

Please make us aware if your need any reasonable adjustments to participate in this process.

We encourage you to submit your application as early as possible and not wait until the published closing date as this can vary.