Carly Smith
Customer Service Co-ordinator (Uk) @AB World Foods Ltd
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WORK HISTORY
Customer Service Co-ordinator (Uk) @AB World Foods Ltd
Leigh, GB
Customer Responsibility• Ensure that ABWF customers (internal and external) receive a best in class customer experience from order capture to delivery within my customer category and supporting colleagues where necessary• Effective customer communication focusing on content, timeliness and professionalism• Build credible and robust relationships with all UK customers.• Assist in implementation of internal and external supply chain initiatives when requiredProactive Process• Utilisation of available business tools to ensure that non value add but essential tasks are accelerated or automated through optimisation of processes in the Customer Service Team• Strong cross functional relationships with supply, commercial, demand & logistics teams representing the voice of the customer with regard to stock availability, delivery timeliness & aligned communication• Make every case count, challenging shortages to ensure that customers receive the highest possible service levelBusiness Reporting• Support the senior Customer Service Team with daily, weekly and periodic reporting requirements not limited to daily shortage, daily exceptions, shelf life, service performance, ad hoc requests• Continuous Improvement - Proactive identification and support of Continuous Improvement activity, ensuring that standard methods and tools are used day-to-day with the benefits tracked and shared• Wider Business Projects - Representing Customer Service and/or Supply Chain in Marketing / Sales / Finance led projects.
EDUCATION
The Open University
Master of Science - MSc, Open
Various
Continuous professional Development
The University of Bolton
Bachelor of Arts (BA), Community Studies
SKILLS
ABOUT CARLY SMITH
As a highly qualified and experienced Customer Service Manager with a strong background in business management and HR, I have a proven track record of success in leading and managing customer service teams, improving business processes, and driving performance. I have over 13 years of experience in various industries. I have a strong understanding of GDPR compliance and have experience in developing self-serve options and implementing call recording software and policies and optimising call routing. I have worked in various industries, including eCommerce, medical-legal, and charitable trust, and have a strong proficiency in HR, CRM systems, and BPO functions. In my current role, I am responsible for leading the customer service department for a start-up tech firm and have successfully delivered process improvement plans and launched customer service teams in multiple European languages. I am committed to continuously improving the customer experience and am always seeking new challenges and opportunities to grow and develop my skills.
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