• Job Description

  Req#: 64029

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  BAT is evolving at pace - truly like no other organization.

  
  To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos e very day. Come be a part of this journey!

  BAT UK IS LOOKING FOR A Customer Services Analyst

  ROLE PROFILE

  JOB TITLE: Customer Service Analyst

  FUNCTION: Trade Marketing

  SUB FUNCTION: Key Accounts

  CITY & COUNTRY: London, UK (Office Based)

  ROLE SUMMARY

  Our Customer Services Executive would be responsible for customer and consumer query management. Whilst maintaining and building business relationships with new and existing customers. Assisting National Account Managers, Key Account Managers, and trade Marketing representative to ensure Customers receive outstanding customer Service.

  Reports to : Customer Management Manager

  Core relationships: Internal – Finance, Field Force, Customers, Supply Chain. External – Account’s key personnel, Trade Organizations

  COULD THIS BE YOUR FUTURE ROLE?

  • Have you worked with client accounts previously (sales or support)?
  • Do you have a good understanding of MS EXCEL?

  ACCOUNTABILITIES

  • Processing all internal and external orders (telephone/mail/EDI) for Diversey care UK & Ireland.
  • Manage a portfolio of Trade customers and their orders and delivery points in line with a callage frequency plan. Ensuring our products are consistently available at the point of purchase in the most effective and efficient manner possible.
  • Processing all orders efficiently, accurately and in line with policies and procedures in order to maintain product availability and ensure that stock levels in trade are aligned.
  • Record all consumer queries and all product quality queries on an internal system.
  • Manage order volumes in accordance with pre-Budget/Company Price Increase stock allocations and other internal constraints to ensure full legal compliance with HMRC requirements and to maximize the Company’s stock profit opportunity while always maintaining product availability in market.
  • Engage in a strong and meaningful dialogue with all direct and indirect customers and consumers to promote BAT corporate image.
  • To constantly strive to improve processes and share working knowledge for the benefit of colleagues and Customers.
  • Support the National Account Managers with the implementation of shared goals and objectives in accordance with overall Trade Marketing strategies and plans.
  • Investigating internal and external credit and debit cases to resolve queries for clients.

  EXPERIENCE, SKILLS, KNOWLEDGE

  ESSENTIAL

  • Excellent organization and communication skills.
  • The ability to work under pressure and to deadlines.
  • Exceptional problem-solving skills and telephone manner
  • A keen eye for detail
  • Competent Microsoft, especially Excel.
  • Min 1-year customer service experience
  • Fluent English

  BENEFICIAL

  • SAP software experience min 1 year
  • FMCG background

  WE ARE BAT

  At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

  • Global Top Employer with 53,000 BAT people across more than 180 markets
  • Brands sold in over 200 markets, made in 44 factories in 42 countries
  • Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
  • Diversity leader in the Financial Times and International Women’s Day Best Practice winner
  • Seal Award winner – one of 50 most sustainable companies

  BELONGING, ACHIEVING, TOGETHER

  Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!

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• About the company

  The home of British American Tobacco (BAT) the world's most international tobacco group, operating in more countries than any other, its products, and the important issues and responsibilities surroun

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