Customer Account Representative - Customer Order and Supply Chain (FTC)

Are you our next Customer Order and Supply Chain professional, with experience as a Customer Account Representative?

This role is initially a 12-month contract to join a dedicated team at Hasbro / Wizards of the Coast, based in Stockley Park, Uxbridge / Hayes, with hybrid working. You will be required to be in the office on Tuesdays, Wednesdays, and Thursdays, with flexibility on Mondays and Fridays. This is a full-time position.

You will be responsible for:

Order Management:

• Management of WotC product, FOC, and POS, resolving EDI issues, ensuring correct quantities, pricing and delivery dates and any other requirements, such as special packaging, are delivered within specific ordering cycles.
• Proactively complete and communicate any cancellations, resolve any incomplete orders at the first opportunity, and regularly review the open order book.
• To ensure all orders are delivered in line with the planning schedule. 
• Ensure rejection codes are correct, cancellations are kept to a minimum, and fill rate is at the highest possible level.

Customer and e-Commerce Customer Liaison:

• Point of contact for both e-Commerce customers and other customers for orders, understand the ordering cycle and deal with routine enquiries and resolve non-routine enquiries.
• Ensuring the Customer expectation is managed and met; that they receive goods at the correct time, within the correct packaging, at the correct price.

Reserves:

• Be aware of urgent/promotional stock requirements, set change, and review your Account Allocation and Account reserve regularly.

Clear Communication:

• Working closely with the SSC (Shared Service Centre) team for immediate order issue resolution, with Distribution Centres for planning and customer bookings, and the Sales team for ordering updates.
• Maintain full knowledge of the credit status on your accounts.

Product Knowledge:

• Awareness of listings, catalogue launches, New Release dates and stock arrival, including allocation lines.

Processes and Procedures:

• Ensuring work instructions and processes are updated regularly. Recommend improvements and implement processes to continually develop our service and performance.
• Managing Account(s) from any Channel, from order receipt, issuing resolution to stock allocation through to distribution.
  Proactively manage the information flow to the Account relating to order information, availability information, issue resolution and shipment timing.
• Following and adhering to Company Policies and Procedures in line with SOX requirements, ensuring outstanding levels of quality and accuracy within all transactions.

Reporting:

• Daily reporting of the open order book (with commentary), orders with the Distribution centre and orders shipped, following up on any issues.
• Actively participating as a member of the Operations Team.
• Resolving routine and non-routine supply chain enquiries, seeking to improve processes, and building a good working relationship with all team members to deliver the agreed level of Service.
• Having a clear understanding of the EMEA & Global business objectives, and related Account activities.

Knowledge, Skills and Behaviours required:

• Take personal responsibility for achieving excellent levels of customer service and customer satisfaction when dealing with customers, both internal and external (e-Commerce and general Customers).
• Proven Supply Chain and Order Management experience.
• Excellent command of the English language and communication skills.
• Excellent administration skills, highly organised with attention to detail.
• PC skills – MS Word and Excel, and knowledge of SAP as a minimum requirement.
• Numerical reasoning skills.
• Deadline-oriented, with the ability to escalate/ mitigate risks.