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Role Purpose:

The Customer Operations Controller is responsible for the day-to-day operational management of given customers. The customer Operations Controller is responsible for the smooth running of daily operations and communications, achieving target inbound service levels and customers on shelf availability whilst also driving customer forecast, clarity and execution , and end to end operational efficiencies. 

• Management of daily operations for given customers (agile resource); order placement and processing, quota execution, returns management, communication of delivery exceptions and availability outlook
• Placement and organisation of samples and clearance orders
• Key Point of contact for order performance and queries (internal and external customer base)
• Key point of contact for supplier order queries (3rd party hauliers and warehouses)
• Performance monitoring of given customers against target KPI’s (service, availability, cost to serve) ensuring shortages and failures and investigated and resolved
• Optimisation of order to delivery processes by identification of opportunities to minimise supply chain costs (within direct role scope)
• Participate in customer meetings supporting Customer Collaboration and Sales with insight for performance against net sales and cash management targets.
• Support the customer collaboration manager with other activities as required; special projects, system upgrades and activity cover.
• Maintain customer business continuity plans (BCP’s) and conduct appropriate tests at regular intervals.
• Manage stock inbounds and communication to third party customer distributor
• Manage stock queries from internal and external stakeholders with speed and accuracy
• Attention to detail and accuracy in communication internally and externally is key
• Continuous review of cost to serve and general ways of working improvement across different categories within the business
• Develop the current ways of working with HC providers and review how improvements can be made to drive further growth and accuracy
• Please note: While this role is primarily weekday-based, there may be rare occasions where limited weekend or bank holiday work is needed. In this case you would be notified in advance.