Función del empleo: Operations

Tipo de puesto: Apprenticeship

Tipo de empleo: Full - Time

Localización: Manchester

País: United Kingdom

We have two opportunities in our Customer Care teams one based in our ACD Division based at our Trafford Park Distribution centre and one on our PPD Division based at our Bury Distribution centre. 

In the ACD Division you will be dealing with a Pharmacies, Department store & Medi-Spa customer base. The brands in this division include La Roche Posay, CeraVe, Vichy and skinceuticals

In the PPD Division you will be dealing with Hairdressers and Salons. The brands in this division include L'Oreal Professionel, Kerastase, Redken and many more. 

Your key objective will be to ensure the needs of our customers are always met in a timely and efficient manner, this will involve regular liaison with various departments throughout the organisation and, through learning about and gaining an understanding of various systems, ensure orders from this  Independents channel flow through from order to delivery with minimal hold ups, finding the root cause issues and improving processes where necessary


This position will involve on the job training whilst also working towards a Level 2 Customer Service qualification with training provided through North Lancs Training Group.


The successful jobholder will be self-driven, have a logical approach and possess strong communication skills. You must be comfortable learning to work with many different systems including SAP primarily and of course Microsoft office applications (all training will be given – you just need to be willing to learn). The successful individual must already show a proactive and flexible approach and be able to quickly build strong relationships with internal and external customers.  You will often be the first point of contact  representing the division and our department for all operational related queries. You will be able to think on your feet whilst balancing long term thinking with delivering everyday operational excellence.

In return for your hard work you will receive excellent staff benefits such as 25 days’ holiday (plus bank holidays), chance to join our company pension scheme and access to the Staff Shop on site.


Role and Responsibilities


Your key job accountabilities:

Ensure orders flow through from order to delivery with minimal hold ups and find the root cause for any issues, improving  processes where necessary
Manage what can be large numbers of inbound and outbound calls and emails proactively
Deal with customer queries relating to orders, investigate with the warehouse and raise credit notes where necessary
Create and distribute reports to give visibility and clarity on order fulfilment
Manage the no charge orders through systemically and deal with any resulting queries
Process orders, (mainly replacement orders or holiday cover)
Maintain good working relations with internal and external customers and liaise with Sales teams and Finance teams on a regular basis
Supply customers with expected delivery dates and delivery status when required
Work on projects as directed by the Customer Care Manager


Qualifications and Education Requirements

5 GCSE’s grade A-C including Maths and English (or equivalent) required.


Preferred Skills

An interest in the supply chain and enthusiasm to learn more
Comfortable learning new IT systems  and proficient in Microsoft Office Packages (Word and Excel)
Comfortable learning to deal with a high volume of emails and customer calls
Excellent communication and influencing skills with experience of building relationships across an organization
Experience in a Customer Service  and/or administration environment advantageous
Ability to multi-task and be able to prioritize in a busy environment
Strong interpersonal skills in order to build effective relationships internally and externally
Ability to reach mutually acceptable solutions to complex problems which arise; level headed, able to manage and resolve issues under pressure
A creative thinker and willing to challenge existing processes and propose solutions

Personal Qualities

Good communication skills – both written and verbal
Good IT skills
Must be able to work quickly & accurately
Able to record information accurately


Working hours

ACD role based in Trafford Park - Monday – Friday 37.5hr 9am-5pm

PPD role based in Bury -  Monday – Friday 37.5hr a rotating shift between 8am - 7pm