Customer Service Analyst

Who are we?

We are FBC UK, Fox's Burton's Companies! ……And we bake the UK's most incredible biscuits (we might be slightly biased, but we will leave that for you to judge). 

FBC UK was a match made in heaven, with two of the top UK biscuits manufacturers (Burton's Biscuits and Fox's Biscuits) coming together to create one unique, integrated company. 

We are home to famous iconic brands, including Maryland, Fox's, Jammie Dodger & Rocky, to name just a few. We are proud manufacturing partners to some of the biggest UK retailers and household names. We bake our incredible biscuits at eight bakeries across the UK, located at Isle of Arran, Livingston, Blackpool, Llantarnam, Edinburgh, Kirkham, Batley & Dorset and our HQ in St Albans. Together, we employ circa 4,000 amazing colleagues across all our locations.  

We are currently the second biscuit manufacturer in the UK market with a strong ambition of becoming UK Market Leader.

Whilst we know that we have delicious products we also know that that the key ingredient to our success is our people, and the passion we have for our brands. You could be the jammy to our dodger, party ring to our Fox’s or the choc-chip to our Maryland?!  We knead people with innovative ideas, an entrepreneurial spirit, and the commitment to drive FBC UK to success.

We are committed to building an inclusive workforce that feels empowered to build a fulfilling and successful career. By embracing diversity, equity, and inclusion (DEI) we create a supportive environment for people to thrive and strive to have more positive impact. 

We understand that having formal and on-the-job learning opportunities is key to our colleagues’ professional and personal growth. We are committed to providing an environment where everyone can learn from each other and grow through a variety of learning experiences. 

Our colleagues make our business special. With strong community values, we believe FBC UK is a more prosperous and fun place to work when people feel free to be themselves. We believe in the power of being authentic, entrepreneurial and supporting each other whilst meeting our business goals. 

What does your typical day look like?  

Working within the Customer Supply Chain team, you will be responsible for providing support services to short term demand forecasting, customer service, warehousing and distribution functions.

This will involve utilising creativity, resourcefulness and ingenuity to understand and enhance supply chain processes by generating reports, extracting and assembling data, identifying problems, calculating KPIs, building business cases and developing tools to turn data into insights.

You will be first point of contact for our retail customers regarding orders, claims and returns and ensuring they receive quality customer service throughout.

Other key actions include but are not limited to:

• To ensure that optimum customer service levels are provided by means of liaising with both internal & external contacts
• To ensure that order entry is accurate and timely and to advise customers on all relevant aspects of their account
• Relationship management with haulage and warehouse partners, ensuring collaborative working between the companies to support the optimum service
• Liaise with internal departments to ensure stock availability and prompt movement of stock to avoid delays and maximise customer service
• Providing ADHOC support to surrounding departments – logistics, accounts, commercial, production planning
• Achieving KPI’s for order processing, order release and order accuracy to ensure the business delivers right first time & on time and in full
• Dealing with customer queries until resolution, involving business stakeholder management, through both phone & email communication
• Support delivery of various key projects including continuous improvement, seasonal demand & products range updates
• Actively increase knowledge and understanding of FMCG process, systems & trends
• Confident with using or learning a variety of customer portals to ensure the customer is kept up to date with accurate information

What are the key ingredients needed for the role?

•    Highly numerate with experience working in an analytical position

•    Educated to A level/equivalent or have relevant equivalent experience

•    Experience in a customer services or supply chain role is desirable

•    IT literate in full Microsoft program suite

•    Advanced Microsoft Excel skills are desirable, basics essential (Pivot tables etc.)

•    Preferably an understanding of SAP

•    Possess strong communication skills (verbal and written), comfortable engaging with stakeholders at all levels

•    Ability to carry out root cause analysis and translate into plans/strategies to support business needs

•    Proactive problem solving with internal and external stakeholders

•    Have a strong attention to detail

•    Possess excellent organisation skills

•    Be a keen team player with strong networking abilities

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