The Vollers Group (www.vollers.com) are a German Company with over 90 years' experience in the storage, handling and movement of tea, coffee and cocoa. They are a family owned business with 11 sites across Europe with one of the most recent additions to their portfolio being their first base in the UK.
Job Role:
Vollers are seeking a Customer Service Supervisor based at their site in Rougham, Suffolk. Reporting to the General Manager, the main duties of the role will include but not limited to:
- Control of a busy Customer Service team, managing relationships and workload.
- The maintenance of communication between Customer Service and Warehouse departments to ensure smooth functionality between crossover of the two departments and respective work orders related to inbound and outbound of the commodities worked on.
- Maintenance of customer and supplier relationships
- The implementation and maintenance of various quality and safety systems and training of these systems to the operational teams.
- In depth understanding of stock management systems, processes and standard operating procedures
- Any other tasks that may be asked of you by either the General Manager of Vollers UK Limited and or the Directors of the Vollers Group.
Tasks
Administration Management of the Customer Service Team
o Provision of haulage rate offers/customer support
o Liaison with Head of Warehouse Operations to ensure smooth combined running of warehouse/office operations.
Quality Management
o Internal, external, warehouse and customer audits
o Complaint management updates and analysis
o Maintenance of action logs/reports for different areas of the business
o Arranging external training including checking of supplier suitability
Legislative Compliance
o Compliance with Trading Standards’ requirements
Customer Relationship Building
o Keeping abreast of customer requirements within the Customer Service team and ensuring roll out of SOP’s in line with customer expectations.
Health and Safety
o Staff training in Good Working Practice
o Documentation
Responsibilities
Customer Service team performance management
Customer complaint management
Resource management within the Customer Services team to receive and deliver products in a timely and cost-effective manner
Ensure all team members within the Customer Service and Warehouse teams are trained sufficiently to a level to enable them to perform their job role safely and efficiently
Ensuring all customers are up to date and accurate to maintain audit compliance
Skills & competences
Analytical and practical thinking
Consistency and reliability
Acting on own Initiative
Personal accountability
Decisiveness
Problem solving ability
Motivational Ability
Quality orientation
Communication skills at all levels
Organisational skills
Flexibility
Knowledge
Customer Service
Logistics/Customs regulation and procedures understanding for Imports and Exports in and out of the UK. An understanding of the EU regulation of the same is an added advantage.
Experience handling and understanding of Coffee/Tea/Cocoa commodities logistics supply chain practices at local and Group Level is desirable
Education & experience
3 years’ experience in a Supervisor Role, ideally customer service or logistics related.
Knowledge of Quality Management systems desirable
Span of control:
Direct supervision of 5 employees in the Customer Service Team. Directly responsible to the General Manager.
Extra information:
This is an in person full time role based in Rougham Industrial Estate, Bury St Edmunds (IP30 9ND).
Looking for an immediate start
Hours of work are Mon-Fri, 08:00 – 17:00
Workplace pension provided
Healthcare cashback plan provided
Job Types: Full-time, Permanent
Pay: £32,000.00-£33,000.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- On-site parking
Work Location: In person
