Customer Service Manager (FMCG / Supply Chain)

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Job Description

We are the home of Jammie Dodgers, Paterson’s Shortbread, Maryland Cookies and Wagon Wheels to name just a few! We are incredibly lucky to work in the world of making delicious biscuits!

‘We are a more successful and fun place to work when people feel free to be themselves’.

At Burton’s we believe in the power of being authentic, being entrepreneurial and being supportive to each other to meet our common goals…oh and did we mention having fun?!

Understanding our customers is crucial to our success, so having a workforce that reflects the diversity of our customers is vital.

As a business we are committed to the continuous improvement of diversity and equality in the workplace and we welcome talented individuals from all backgrounds who share our Pride and Passion for Baking Great Biscuits and snacks.

Along with having amazing brands, we have secured long term agreements to allow us to manufacture a number of sweet & savoury snacks across Mars, Cathedral City & Marmite branded products. We also have several key strategic partnerships within the Retailer Private Label sector and our proud of the amazing biscuits we bake for our customers and consumers.

Within our Burton’s group, we have 6 bakery sites across the UK, located in Blackpool, Livingston, Edinburgh, Dorset, Isle of Arran and Llantarnam, with our head office in St Albans. In total we employ circa 2,100 people around across our locations.

Burton’s Biscuits is owned by Ferrero and we are proud to be part of such a fantastic and successful business. The Ferrero Group operates in more than 50 Countries and their products are sold in over 170 Countries. We are delighted to be part of the Ferrero group which represents over 37,000 employees across the world and has a consolidated turnover of €12.3 billion (2020).

What are we all about?

Here at Burton’s Biscuit we pride ourselves on being an employer of choice. Our goal is to support our team in achieving their career goals. We do this by providing a working environment that offers opportunity, support, scope and pace of change. Our culture is the foundation of our business. We are fast paced, agile and fun.

We don’t want to bore you with just a Job description – we want to tell you what it’s really like to work for us?

So let’s start with ….…

What does your typical day look like?

As a Customer Service Manager you will hold a pivotal role in our business, which requires interface at a senior level within both Burtons Biscuits commercial teams and customers to pre-empt and deal with any issues likely to affect service levels adversely and enable the implementation of sustainable, corrective actions. The Customer Service Manager will be key to deliver initiatives in their control that mutually benefit the customer and BBCo. Motivating and leading the team will also be key to success.

You focus will be to exceed customer expectations by delivering the most effective and efficient ‘order to cash’ cycle. The Customer Service Manager must constantly strive to improve ways of working and business processes to unlock the highest service at the lowest possible cost. This will require regular examination of people skills and system capabilities whilst engaging with internal and external customers (UK & International), to understand their needs.

What are the key ingredients needed for the role?

To be successful in this role you don’t need to have come from a food manufacturing background, what is key though is that you are a great people manager, have great analytical skills and see the big picture when it comes to processes and able to draw key insights.

You need to be great an understanding the product and customer journey and working cross functionally to improve systems and ways of working. This may mean at times challenging senior stakeholders on the status quo

Final part of the mix

Biscuit manufacturing is never boring but is also extremely fast paced, if you enjoy this type of environment, while making real and meaningful changes then this is the role for you.

If you are ready to begin a career with real bite we would love to hear from you so apply now by clicking the link below.

You may have had experience or be interested in the following: Supply Chain Manager, Food Manufacturing, Customer Service Manager, FMCG, Planning Manager, Customer Services Manager etc.

Salary: Competitive Salary plus benefits to include company related bonus (4.75% up to 9.5% – paid out 4 years in a row), enhanced company pension scheme (5% from us & 7% from yourself), 25 days holiday plus bank holidays (option to buy up to an extra 5 days holiday a year), an employer dedicated to development meaning you get a personalised rolling 12 month development plan. Single Healthcare cover through Vitality.