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The Role

Here at Hain Daniels we are currently recruiting for a Customer Service Analyst at our Histon site. Here, we manufacture a host of ambient sweet spreads and jellies for our grocery brands. These includes Hartley's jams and jellies, Gale's honey, Rose's marmalades, Sun-Pat peanut butter, and the dairy free brand Dream.

The direction for this role is "zero shorts, zero short codes." The purpose of this is to ensure that our customers receive what they want and when they wants it; and the risk to the business of write-off and loss is minimised to the target of zero.

To this end, the role of Customer Service Analyst is to work closely with our customers, 3PL providers, Production Planners and Material Planners to ensure we achieve an OTIF score of 98.5% of greater to all customers.

This is a permanent, but part-time position, 30 hours per week.

Key Responsibilities:

    • Some order management (order processing is carried out by our Customer Services department in Leeds) so this predominantly relates to promotional/spot buy activity.
    • Working with Customer Services in Leeds to manage customer uplifts and various tasks.
    • Running ATP (Available to Promise) and acting on the outcome.
    • Communicating with our customers when orders are being shorted or amended.
    • Amending orders on M3 to reflect accurately the availability and planned sales, recording and being able to report on shortage reasons on a periodic/ad-hoc basis.
    • Managing FTA, Wasted Journey order suspension within M3.
    • Action the SA (Short Allocated) report that our 3PL provider issues and act as per ATP.
    • Reporting periodically on all shortages (Short Shipped) to the business, and to use insights to drive improvements.
    • Interface reconciliation and resolving stock discrepancies daily. Able to record and report on root causes and driving behaviours to put permanent fixes in place.
    • Ad-hoc reporting on service, customer insights, predicting outcomes etc.
    • Stock reporting and tracking - generating KPI's that measure stock levels and the direction of travel. Flagging risks or opportunities to your Manager.
    • Distribution of service reports to communicate any gaps to service and casuals.
    • Using internal and external tools to provide insights on customer behaviours (EPOS tracking etc.)
    • Monitor NPD launches on a 4/8/12 week basis to track and report on success or otherwise.
    • Monitoring, measuring, reporting and escalations of SARs (stock at risk) via sales teams and FDM.
    • Monitoring, measuring, reporting Part Pallets.

      What you will need for the role / what it will take:

      • GCSE English and Maths, C or above as minimum.
      • Intermediate Excel skills (advanced preferred), and PowerPoint skills.
      • 2 years' in a similar role with experience of dealing with major multiples in an FMCG role.
      • Supply Chain knowledge and understanding.
      • Able to communicate clearly and effectively, both written and verbally at all levels - specifically with our customers and internal stakeholders to a high level.
      • Passionate about service, and putting our customers first - working at all levels to protect our relationships and business.
      • Tenacious approach to problem solving, and the confidence to challenge existing processes.
      • Ability to operate and contribute within a strong team environment.
      • Good time management skills and able to work to tight deadlines.
      • Ability to use own initiative and work with minimal supervision.

      About Us

      The Hain Daniels Group is one of the UK's leading food companies. With sales of c£500m, we create food and drink products with natural goodness at their core. We're the business behind a host of household brands - Hartley's jams and jellies, Sun-Pat peanut butters, New Covent Garden Soup Co., Linda McCartney's meat free food, and Yorkshire Provender to name a few. Nearly half of our business is private label - we create quality freshly prepared fruit and juices, desserts, soups, sweet spreads and meat free products for our retail partners.

      Our Vision

      To make it easier for everyone to lead a healthier, balanced lifestyle. Without our great team of people, this vision couldn't be our reality.

      Top Talent across the UK

      Over our 12 sites up and down the UK, we employ circa 3,100 people in roles within Production, Supply Chain, Product Development, Sales and Marketing, and through to our Finance, HR, IT and beyond. Each of our colleagues is vital to our continued success. That's why we target the best talent, and help to develop them through the ranks. In fact, almost a third of our vacancies were internal promotions and transfers last year.

      Learning and Development

      We offer Management and Leadership Development programmes appropriate to an individual's role and skill level, as well as a broad range of other training and development initiatives, including an extensive e-Learning suite to help self-serve your own development further.

      If Hain Daniels sounds like the company you'd like to contribute your energy and enthusiasm towards, and come on an exciting journey with us, then we can't wait to hear from you!