Support Chain Customer Service Advisor

Overall, Purpose of the Role
To act as a key point of contact within the Supply Chain function for operational managers, support office colleagues and suppliers. The role is responsible for delivering excellent customer service to internal and external customers, ensuring queries are logged, managed and resolved in a timely and professional manner, and that all interactions with the Supply Chain function meet or exceed expectations.
Key Responsibilities
Operational Support

• Receive purchasing-related queries and issues from operational teams by phone, email or internal systems, and work with suppliers to resolve them to the satisfaction of the operational contact.
• Log, track and resolve issues within agreed timescales, ensuring clear communication with all relevant stakeholders throughout.
• Provide Supply Chain Purchasing Managers with regular reports and updates on supplier issues within their respective categories.
• Act as a single point of contact for operational teams regarding the opening and closing of units, including related supplier communications.
• Request new supplier accounts for units, confirm account set-up via internal systems, and update operational teams accordingly.
• Notify suppliers of unit closures and obtain confirmation that the required actions have been completed, ensuring records are accurately filed.
• Receive supplier requests from locations and assign the correct supplier and price level to the relevant unit within Evolution.
• Maintain the Commercial Site Listing (CSL), ensuring new units, site closures, default price levels and supporting information are updated accurately and in line with opening or closing notices.
• Make amendments to the CSL as requested by the Supply Chain team, ensuring information remains current and reliable.
• Liaise with suppliers to ensure price level changes at site level are correctly applied by the supplier and reflected accurately in Evolution.
• Support operational teams with price level queries, working with suppliers and internal teams to resolve issues promptly.
• Request and confirm supplier price level information for units using company forms and agreed processes.
• Maintain the approved supplier listing on the intranet, ensuring supplier contact details and supporting information are reviewed and updated regularly for operational use.

Health & Safety

• Ensure all company systems, processes and procedures are followed in line with company manuals and requirements.
• Review relevant health and safety notices and communicate food hazard warnings to appropriate colleagues and stakeholders as required.

Skills, Knowledge and ExperienceEssential

• Organised, calm and confident in a pressurised environment with the ability to prioritise

Under pressure and demonstrate individual accountability

• A passion for customer service excellence.
• Excellent interpersonal and customer handling skills with the ability to analyse and act upon management information
• Results oriented with strong communication skills, both verbal and written
• Proactive, highly motivated and adaptable to change, as the company and industry in which they are based is very fast-paced and competitive.
• A good level of computer literacy
• Must be flexible and prepared to work unsocial hours as necessary
• Intellectually astute

What you need to do now


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