Customer Service Representative

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

Job Title: Customer Service Representative

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

POSITION SCOPE

• Be the main point of contact for the flow of customer orders throughout lifecycle of their orders from order entry through to delivery and aftercare.
• Ensuring customer satisfaction by using clear and effective communication.
• Answer order queries (e.g. product codes, stock availability) and action changes (e.g. to requested quantities, delivery dates, etc.) including advance notice of short shipments.
• Liaise with our 3PL to resolve any customer delivery issues (e.g. Refusals, Failed deliveries, Uplift Requests etc.)
• Process agreed product returns and complaints efficiently and accurately.
• Help to identify trends in service level failures and resolve through regular liaison with Logistics, Sales, Distribution Centre and customer.
• Pro-actively communicate and monitor customer key service indicators.
• Ad hoc project work as required (e.g. onboarding customers onto order automation tool etc.)

POSITION STRATEGIC OBJECTIVES AND KEY DELIVERABLES

• Educates key customers on rules of supply such as lead times, MOQs, product information, delivery dates etc.
• Communicates constraints and revised delivery dates in the event of supply failures.
• Builds rapport and cooperative relationships with key customers, Sales Manager and the rest of the Supply Chain department.
• Takes action to meet key customer needs and concerns with integrity and honesty.
• Supports commercial efforts to sell more value-added profitable products.

Key deliverables

• Efficient and correct order capture
• Development of Customer Relationships to make Tate & Lyle Sugars the supplier of choice.
• Robust information service to external and internal customers

DETAILED ROLES & RESPONSIBILITIES

• Effectively manage the manual, EDI and automated order capture process to service key customers across all channels in line with an agreed Customer Service Policy and contracts in place.
• Administer the available to promise (ATP) allocation process to ensure allocation of available inventory as per agreed process.
• Effectively manage incoming customer service requests, in line with an agreed Customer Service Policy via email, phone and in person
• Establish strong communication with internal and external customers, order management, Finance and colleagues from other parts of the business on a daily basis in person, via phone and email to ensure customers’ expectations are met.
• Escalate challenges or concerns from customers to the Customer Service Manager when needed for immediate customer service resolution.
• Following up on requests, tracking and routing shipments and orders, preparing reports
• Resolution of key customer queries and enquires to help payment.
• Support the creation of relevant KPI’s and ensuring the cost effectiveness of customer service order capture.
• Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF performance.
• Support with analysis of customer data to improve customer service performance.
• Provide pro –active support in ensuring customer deadlines/expectations are met.
• Additional responsibilities to support other activities.

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Good team player and remains calm under pressure, supporting the company mission.
• Strong influencing and communication skills
• Good verbal and written communication skills
• SAP or computer literacy (ideally good Excel skills)
• FMCG commercial understanding and customer-oriented attitude / approach
• Ability to identify customer priorities and work towards consistently meeting these through creation of relevant KPI’s.
• Ability to challenge the “status quo”
• Ability to manage workload and identify priority tasks to meet tight deadlines.
• Knowledge about company products and internal processes (preferred)
• An ability to learn quickly and work effectively with people at all levels of the organisation.

ESSENTIAL WORK EXPERIENCES

• Customer service / supply chain / sales experience in a demanding environment
• Experience in an environment that requires high levels of accuracy and flexibility.
• Experience of working with internal and external customers

ESSENTIAL EDUCATION REQUIREMENTS

Minimum GCSE level educational qualification or equivalent

At Tate & Lyle Sugars, our goal is to be the most admired sweetener Company.

Service Excellence- Be the industry's Gold Standard by a relentless focus on reliability, providing products with superior quality and excellent customer services.  Efficiency and Sustainability- Eliminate inefficiency to be a sustainable, low-cost producer and to generate fuel for reinvestment. Value-Add: create strategic advantage and enhanced profitability through value-added products and services. The foundation of our values is Talent and Culture as we aim to build, retain and motivate a winning team. 

At Tate & Lyle Sugars, our goal is to be the most admired sweetener Company.

Service Excellence- Be the industry's Gold Standard by a relentless focus on reliability, providing products with superior quality and excellent customer services.  Efficiency and Sustainability-  Eliminate inefficiency to be a sustainable, low cost producer and to generate fuel for reinvestment. Value-Add: create strategic advantage and enhanced profitability through value-added products and services. The foundation of our values is Talent and Culture as we aim to build, retain and motivate a winning team.