Customer Service Analyst

Welcome to Haleon. Were a purpose-driven world-class consumer company putting everyday health in the hands of just three years since our launch weve grown evolved and are now entering an exciting new chapter one filled with bold ambitions and enormous opportunity.

Our trusted portfolio of brands including Sensodyne Panadol Advil Voltaren Theraflu Otrivin and Centrum lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.

Now its time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose to deliver better everyday health with humanity at the heart of everything we do. It unites us inspires us and challenges us to be better every day driven by our agile performance-focused culture.

Job Purpose

• The Customer Supply Analyst is responsible for driving growth with external customers by providing excellent customer service and collaborative analysis
• The individual will work cross functionally with Customers Supply Chain Commercial & Accounting teams to ensure every order is successful from receipt to invoice

Key Responsibilities and Accountability

Customer facing responsibilities:

• Process customers orders in a timely and efficient manner
• Monitor & provide explanation to customer contacts re: Service levels & Shortage reporting
• Monitor and investigate all order failures and collaborate with customer contacts to put in place plans to improve
• Forge excellent relationships with the customers supply chain groups
• Response time to customer queries within 24 hours

Internal responsibilities:

• To ensure a perfect order for our customers through working closely with customers operational teams internal Haleon contacts and Haleons third-party distributor
• Receive analyse and process orders from Haleon customers working as part of the wider Supply Chain team to ensure that these orders are consistent with anticipated demand (order size and timing); consistent with customer agreements (e.g. joint business plans); reflect Haleons agreement with customers in respect of listing dates (e.g. NPD)
• To work with internal and external customers during periods of restricted supply to ensure the effective allocation of stock to customer depots with the aim of minimising the impact on Haleon sales
• Monitor review and challenge distribution failures to improve service to customers
• Take part in supply chain initiatives to ensure successful introduction of these initiatives to the trade
• To measure and report weekly KPI service level performance for Haleon customers identifying key issues and trends and working as part of wider business teams to continuously improve service performance and maximise on-shelf availability
• Ensure right first time submission of orders by maintenance of correct Customer Master Data
• To support & perform Month end and Year end closure activities
• Complaint management for allocated customers
• Have strong knowledge & consideration of legal/quality requirements
• Support with internal and external audits
• Support with EDI queries
• Some work on Bank Holidays might be required

Required Qualifications & Skills

• Proficiency in Microsoft office applications particularly Excel
• Strong numerical and analytical skills
• Excellent interpersonal skills with ability to contribute fully to cross functional teams
• High attention to detail and ability to work to deadlines
• Excellent communication skills
• Good understanding of business environment and ability to debate issues with peers and senior colleagues
• Strong sales & service focus good sense for quality and business requirements self-managed

Preferred

• Preferable experience using SAP
• Experience in similar Supply Chain or Order to Cash environment

Job Posting End Date

Equal Opportunities

Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture where different backgrounds and views are valued and respected all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. Its important to us that Haleon is a place where all our employees feel they truly belong.

During the application process we may ask you to share some personal information which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development refinement and execution of our inclusion and belonging programmes that are open to all Haleon employees.

The personal information you provide will be kept confidential used only for legitimate business purposes and will never be used in making any employment decisions including hiring decisions.

Adjustment or Accommodations Request

If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process please let your recruiter know by providing them with a description of specific adjustments you are requesting. Well provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence.

Note to candidates

The Haleon recruitment team will contact you using a Haleon email account (@). If you are not sure whether the email you received is from Haleon please get in touch.