Job Vacancies at Reckitt

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, Power point and other Microsoft office platforms.
• Good understanding of customer trading terms.

The skills for success

• Supply Chain Management, Business Partnership, Collaboration and partnership building, Relationship Management, Business Acumen, Productivity management, Improve business processes, Advanced Analytics, Data Analytics, Supply Chain Planning, Logistics Management.

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Your responsibilities

• Communicating the expected delivery date of orders with customers and sales.
• Flag any pricing and obsolete EDI master data drops to Customer Service Exec & Sales team immediately for resolution.
• Capturing all orders received before the 3pm final simulation to 3PL.
• Simulating orders to 3PL for planning.
• Follow up on orders (Pending official order number / On credit hold / Booking slots).
• Investigate the reason for returns and respond to 3PL within the 30 min turn around time if unable to convince the customer to accept the stock.
• Summarizing all returns, route causes and actions for the weekly credit note meeting.
• Ensure approval and reason code emails for all returns are saved on the Share point folder for Audit purposes.
• No returns due to order entry errors.
• Informing customers if they have not ordered on the correct Nominated order day (NOD) for their nominated delivery date (NDD)
• Ensure orders for booking customers are simulated to DHL as they are received to ensure we are able to secure the best possible delivery slot.
• Communicate with the 3PL CS team & planner with any specific delivery instructions received from the customer.
• Attend weekly meetings with Customer service Exec’s, sales team and customers where possible.

The experience we're looking for

• Proven background in customer service with a strong emphasis on exceptional service standards.
• Highly detail-oriented with the ability to manage and prioritise a diverse workload under tight deadlines.
• Comfortable working with people at all levels and eager to own responsibilities and drive improvements.
• Familiar with Supply Chain concepts and the pivotal nature of the Customer Service Representative role.
• Proficient with SAP and Excel, using these tools to deliver accurate data analysis and business insights.