International CSA

Company description:

Company Description

We are FBC UK, Fox's Burton's Companies! ……And we bake the UK's most incredible biscuits (we might be slightly biased, but we will leave that for you to judge).

FBC UK was a match made in heaven, with two of the top UK biscuits manufacturers (Burton's Biscuits and Fox's Biscuits) coming together to create one unique, integrated company.

We are home to famous iconic brands, including Maryland, Fox's, Jammie Dodger & Rocky, to name just a few. We are proud manufacturing partners to some of the biggest UK retailers and household names. We bake our incredible biscuits at eight bakeries across the UK, located at Isle of Arran, Livingston, Blackpool, Llantarnam, Edinburgh, Kirkham, Batley & Dorset and our HQ in St Albans. Together, we employ circa 4,000 amazing colleagues across all our locations. 

We are currently the second biscuit manufacturer in the UK market with a strong ambition of becoming UK Market Leader.

Whilst we know that we have delicious products we also know that that the key ingredient to our success is our people, and the passion we have for our brands. You could be the jammy to our dodger, party ring to our Fox’s or the choc-chip to our Maryland?!  We knead people with innovative ideas, an entrepreneurial spirit, and the commitment to drive FBC UK to success.

We are committed to building an inclusive workforce that feels empowered to build a fulfilling and successful career. By embracing diversity, equity, and inclusion (DEI) we create a supportive environment for people to thrive and strive to have more positive impact.

We understand that having formal and on-the-job learning opportunities is key to our colleagues’ professional and personal growth. We are committed to providing an environment where everyone can learn from each other and grow through a variety of learning experiences.

Our colleagues make our business special. With strong community values, we believe FBC UK is a more prosperous and fun place to work when people feel free to be themselves. We believe in the power of being authentic, entrepreneurial and supporting each other whilst meeting our business goals.

Job description:

About the Role

As an International Customer Service Analyst, your role centers around efficiently handling customer orders across borders. The role involves managing international customer orders, primarily dealing with finished goods, exports, and imports. The focus is on adhering to international parameters such as INCO terms, trade agreements, and origin rules. Your goal is to minimize costs while ensuring smooth operations and compliance with customs regulations.

Main Responsibilities

1. Order Management:
   • Receive and process customer orders, from initial receipt to invoicing.
   • Prepare and submit export and import documentation.
   • Execute orders within customer lead times, optimizing supply chain efficiency.
2. Subject Matter Expertise:
   • Understand customs legislation and legal requirements.
   • Monitor service providers to ensure compliance.
   • Optimize VAT and duty relief for international trade.
   • Collaborate with customers to reduce end-to-end supply chain costs.
3. Relationship Building:
   • Foster collaborative relationships internally (Customer Service, Supply Planning) and externally (customers, service providers).
   • Identify logistics and customs trends, driving continuous improvements.
4. Performance Metrics:
   • Prioritize service level achievement, with zero tolerance for shortages.
   • Use root cause analysis (RCA) to address issues promptly.
   • Contribute to Operations Review Team goals.
5. Project Support:
   • Assist in key projects, implementing best practices.
   • Challenge inefficiencies impacting business processes.
6. Compliance with Customs and Trade Agreements:
   • Stay informed about guidelines and legislation.
   • Ensure adherence to regulations in all operations.
7. Customer Query Escalations:
   • Resolve customer queries effectively.
   • Engage stakeholders across the organization.

Who we are looking for

• Experience in international trade post-Brexit, specifically related to UK inbound and outbound shipments for food products.
• Strong analytical skills, with experience in an analytical position.
• Education equivalent to A-levels or relevant experience.
• Background in customer service or supply chain roles.
• Desirable intermediate Microsoft Excel skills (including pivot tables).
• Preferably familiar with SAP.
• Familiarity with the food industry and FMCG.
• Core competencies include effective communication (both verbal and written), root cause analysis, attention to detail, excellent organizational skills, and collaboration as a team player.