Customer Service Executive - Reckitt

The Customer Service Executive is responsible for owning the relationship with the customer supply chain. They are responsible for collaborating with Reckitt Customer Sales teams, Reckitt Logistics Team, Customer teams and 3PL. They will need to have a clear understanding of customer expectations on KPI's, provide visibility of their customer scorecards internally and deliver on customers' KPI expectations.

Managing the day-to-day operations of their customer accounts including communication with customers on operational issues, driving credit note reduction plan actions, project managing joint business plan initiatives and a high focus on Pack Fill Rate (PFR) service level improvement in their accounts.

Your responsibilities

• Attend to daily customer queries within 30 mins turnaround time

• Follow up with 3PL to ensure best possible booking slots are secured for DC orders

• Quarterly master data maintenance for responsible customer accounts

• Weekly meetings with customer sales team & customers to review service, upcoming recoveries, credit notes and new store openings

• Work closely with order entry team to flag any pricing and obsolete EDI drops to Sales team immediately for resolution

• Micro manage promotional orders to ensure highest possible stock availability

• Preparation for weekly internal meetings and monthly decks

• Lead joint business plan discussions with clear timelines and deliverables

• Drive actions to ensure satisfactory results in Customer Satisfaction Surveys
• - Motivate and guide your team to optimise workflows and amplify service excellence.

The experience we're looking for

• Solid background in customer service with a grasp of commercial insights and technical know-how.

• Demonstrated success in collaborating for project delivery with various stakeholders.

• Proficient in identifying and meeting the unique requirements of customers.

• Experience in team leadership, with an ability to foster a strong customer-oriented culture.

• Analytical thinker with intermediate technical skills, supported by advanced data analytics knowledge.

• Supply chain, logistics, and business process improvement expertise.

• Knowledge of order entry systems such as JDE is beneficial.

• Advanced skills in Excel, Powerpoint and other Microsoft Office platforms.

• Good understanding of customer trading terms.