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Customer Service Analyst

Job Location: ​Alfreton​

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in 55 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? Nearly 35,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them. 

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 of 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.

About the Role:

The Customer Service Analyst manages the operational relationship with a portfolio of Customers working as part of a Customer Operations team and as part of a virtual team with the Customer Sales team. To optimise order management and delivery to maximise service, via forging and maintaining strong customer relationships, internally and externally. To manage the supply into the Customer ensuring full visibility of the forecast, product change and timings, ensuring delivery in line with agreed phasing plans.

Main Responsibilities:

  • Order Management: Ensure the delivery and achivement of Ferrero Customer Service Level targets via effective customer order management. Ensure orders are receipted, optimised, and proactively optimised against the forecast ensuring demand is managed against agreed constraint limits. Manage customer volumes to balance any over/under consumption across the Customer base, in conjunction with the Demand Control team to maintain availability. Manage any shorfalls/risk to agreed customer seasonal commitments. Inform customers of any variations to their demand requirements and provide solutions. Track and manage deliveries into customer with support from 3PL. Maintain customer records.
  • Distribution and Third Party Logistics: Establish and maintain working relationships with 3PL to effectively manage orders against order lead-times and the delivery of orders against customer requirements. Track customer deliveries. 
  • Forecast: Work with Commercial teams to manage customer orders against Customer Forecast. Flag potential over consumption so volumes can be assessed and accommodated. Effective management of volumes to maximise sales and minimise residuals.
  • Customer Relationship and Supply Management: Build relationships with customer contacts, support Customer Operations team, and provide support to the rest of the Customer Supply Chain team. 
  • Process Improvement: Work with the Customer Service Manager and team to optimise our processes to deliver service and cost improvements.
  • Performance Management and KPIs: Manage the Service Level - Order Fill and Case Fill for Customers via effective customer planning of new products, seasonal and promotional activity dates, proactive constraint management and planning to improve forecast accuracy. Measure and report performance.
  • Stakeholder Management: Build strong relationships across our Supply Chain team and other key contacts, internally and externally.

Who we are looking for:

  • Customer Supply Chain understanding
  • 1 year experience in similar roles and/or functions
  • PC literate - MS Office
  • Good organisational skills
  • Profesional communication and interpersonal skills
  • Effective problem-solving skills
  • Ability to work under pressure and multi-task

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.