Brakes Group

Senior Supply Chain Support Desk Co-ordinator

13 Apr 2017
11 May 2017
Brakes Group
Business Sector
Food & Drink
Full Time
Contract Type
JOB PROFILE: Senior Supply Chain Coordinator REPORTS TO: Head of Supply Chain - Service
Role Purpose Statement
The purpose of this role is to oversee, manage and prioritise the issues received through the Supply Chain Support Desk, whilst ensuring speedy resolutions. Manage all outward communication, ensuring these are robust, clear and concise. You will be accountable for the day to day management of the team to maximise efficiencies and effectiveness and work with the senior Supply Chain Management team to support achievement of wider service targets by providing insight and recommendation to change behaviours and processes that deliver continuous improvement
Key Accountabilities & Responsibilities
  1. Day to day management of the SC support desk which is the single point of contact for internal customer queries.
  2. Understand and prioritise issues whilst ensuring resolution targets are achieved.
  3. Responsible for all proactive outward communication to the wider business from SC ensuring this is robust, clear and concise.
  4. Monitor and manage trends and provide insight and recommendations for change that deliver continuous improvement to the Head of Supply Chain Service.
  5. Support and develop the team of Support Desk Coordinators to functional experts.
Performance Indicators
  • Internal & external customer confidence and perception feedback i.e. Quarterly survey results from telesales.
  • Issues logged vs. issues resolved.
  • 1 hour resolution versus target.
  • Communication effectiveness.
  • Effectiveness of daily issues
  • Insight and recommendations of any trends in availability.
Competencies/Leadership Themes
Leadership Themes
Setting direction – provides direction & creates simplicity from complexity. Is motivational. Inspiring People: coaches & develops and actively works across teams.
Delighting customers: delivers commercially sound solutions that are future proofed and support our customers.
Creating Growth: seizes opportunities to move the business forward
Caring Passionately for our customers: treat customers in a way that we would want to be treated, delivering on what we say, holding customers at the heart of our decision making.
Doing the right thing: acting responsibly, taking ownership & keeping commitments, being open & honest with customers & suppliers, treating each other with respect.
Working together as one team: working together to achieve the same results, supporting each other, breaking down barriers & sharing information, enjoying & celebrating success
Being the best we can: working smart as well as hard, focussing on priorities & shared goals, looking for ways to improve
Knowledge, Skills, Experience
  • 3 year minimum knowledge/experience of Brakes Supply Chain
  • Previous experience of people management desirable.
  • Excellent customer service skills
  • Excellent communication skills
  • Good understanding of SAP & Concerto
  • Ability to thrive in a very busy, demanding and pressurised environment.
  • Ability to handle a lot of data/calls and be able to prioritise workload
  • People orientated
  • Ability to work with all stakeholders in our business