Customer Management Coordinator

Overview

Pepsi Co UK is home to some of the world's most loved food and drink products. Making daily favourites like Walkers, Quaker, Doritos, Pipers and Monster Munch, to name a few. Pepsi Co products are enjoyed by consumers around the world and the company generated $91 billion in net revenue in 2023. We pride ourselves on being a great place to work and have received recognitions for gender equality and employer of choice in recent years.

Guiding Pepsi Co is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with Pepsi Co Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability at the centre of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.

• To manage and retain a large portfolio of customers, ensuring that customers remain engaged with the Pipers brand and products by building meaningful and effective relationships
• To develop relationships with customers ensuring they take advantage of the full range of products available to them
• Consciously upsell, both in quantity and third party products to each client, aligned to their needs and ordering patterns to increase order value and revenues
• To utilise sales data and dashboards to analyse portfolio and client achievements and inputs
• To promote go-to-market strategies by ensuring customers are aware of changes and incentives to help their business grow and stay committed to Pipers Crisps
• To assess if a client’s needs change with regards to RTMs and to service the client appropriately (e.g., if they switch to Wholesale), recording data to assess market trends
• To follow set procedures for the onboarding of new accounts, enabling achievement of new business retention rates

• Manage and improve account retention on your portfolio through effective call cycles aligned to customers’ ordering patterns
• Reset call cycles to ensure Direct service suits changing customer needs
• Continuously cleanse customer data to ensure effective contact with decision makers
• Meet daily retention, order and revenue expectations and maintain quality in call cycles
• Act as owners by helping other team members with call cycle management as needed

• Utilise the POS range to ensure customers’ merchandising supports the Pipers brand
• Manage accounts from purchasing to payment, liaising with finance to ensure effective credit control procedures
• Collect outstanding balances before processing new orders by advising customers of data and timelines

• Collaborate with Warehouse, Van Sales, Production and Logistics to meet customer expectations
• Minimise errors and complaints by managing customer service effectively on each call
• Follow the Trade complaints procedure to minimise impact on customers in the event of an error
• Coordinate with third-party suppliers to determine correct delivery for non-Pipers van customers
• Provide regular feedback to the line manager on performance and consumer trends
• Communicate issues and concerns to the Telesales Manager

• Use sales data and dashboards to analyse performance against KPIs and objectives
• Engage with Pepsi Co learning tools and act on training, coaching and development opportunities

• GCSE level education
• Ideally 1 year of sales and customer service experience
• Ability to use CRM systems and Microsoft Office effectively
• Good numeracy skills
• Excellent communication skills
• Planning and organising
• Accuracy
• Ability to work to deadlines and achieve targets
• Self-motivated and good time management
• Ability to maintain a high pace with quality

• £25,500 annual salary
• Flexible benefits package (25 days holiday + bank holidays with option to buy/sell 5 more, income protection, life assurance)

We are committed to learning and development opportunities to create a culture of lifelong learning. We are an equal opportunity employer and comply with the Equality Act 2010, valuing diversity as part of our success. We do not discriminate on age, pregnancy or maternity, marital/civil partnerships, religion or belief, sex or sexual orientation, gender or gender reassignment, disability or race including colour, nationality, ethnic or national origin.

• Associate

• Full-time

• Manufacturing and Food and Beverage Services

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