Customer Management Coordinator

Overview

Pepsi Co UK is home to some of the world's most loved food and drink products. Making every day favourites like Walkers, Quaker, Doritos, Pipers and Monster Munch, to name a few! We have a fantastic reputation for developing and launching products that our consumers love. Pepsi Co products are enjoyed by consumers around the world more than one billion times a day in more than 200 countries and territories.

The company generated $91 billion in net revenue in 2023. We pride ourselves on being a great place to work and in 2023 have been awarded the Times Top 50 Employers for Gender Equality (formerly Times Top 50 Employers for Women) for the 18th year in a row and Top Employer for the 12th year in a row.

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. For more information, visit

• To manage and retain a large portfolio of customers, ensuring that customers remain engaged with the Pipers brand and products by building meaningful & 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 in order increase AOV’s and revenues
• To fully utilise the sales data and dashboards available to you, to analyse your own portfolio & client by client achievements and inputs
• To fully embrace “go to market” strategies by ensuring your customers are fully aware of changes & incentives to help their business grow and to stay committed to Pipers Crisps
• To understand if client’s needs change with regards to RTM’s and to always do what is right for the business, i.e. by servicing the client if they switch to Wholesale, recording this data effectively so we can assess market trends and changes
• To follow set procedures for the effective onboarding of all new accounts, ensuring each stage of the process is followed to enable achievement of our new business retention rates

• Manage and improve account retention on your portfolio, by use of effective call cycles in line with customers ordering patterns and business demands
• Revisit and reset call cycles to ensure that the Direct service best suits the customers changing business needs
• Continually cleanse your customer data, in order to ensure effective contact can be made with decision makers
• Hit daily retention rates, order & revenue expectations and effective call patterns by placing optimum pace and quality to working through your call cycles
• To “Act as owners” by embracing if another team member needs help with call cycle management in order to achieve for the overall team

• Utilise the POS range to ensure customers merchandising is right for their outlet and promoting the Pipers brand
• To manage accounts from purchasing to payment, liaising with finance to ensure effective credit control procedures are in operation
• Collect outstanding balances before processing new orders by advising customers of the data

• To liaise with the Warehouse, Van Sales, Production & Logistics to ensure customer expectations are met
• To keep errors and complaints to a minimum by ensuring that all aspects of customer service management are achieved on each call
• To follow the Trade complaints procedure effectively, in order to minimise impact on customers in the event of an error
• To liaise with other 3rd party suppliers, such as APC and Cartwright logistics to determine correct delivery for non-Pipers van customers
• To provide regular feedback to your line manager on performance and consumer trends.
• Communicate issues, concerns, areas to address in the everyday back to the Telesales Manager.

• To fully utilise the sales data and dashboards available, to self analyse your performance to KPI’s…