Assistant, Customer Service

Date Posted: 12 days ago

Job Description

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal. ASR Group also owns and operates mills in Mexico and Belize. The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.


  • Be main point of contact for the flow of order information from customer to Tate & Lyle Sugars and feedback of supply information to customers throughout the “lifetime” of those orders from receipt to delivery.
  • Use resources available to ensure full understanding and visibility of any past, current and future risk to customer supply.
  • Ensuring customer satisfaction by implementing corrective actions to mitigate these risks and effectively communicating with the customer through to resolution.
  • Answer order queries (e.g., product codes, prices, and stock availability) and action changes (e.g. to requested quantities, delivery dates, etc.) including advance notice of short shipments.
  • Liaise with our 3PL to resolve any customer delivery issues (e.g. Refusals, Failed deliveries, Uplift Requests etc.)
  • Process agreed collection requests.
  • Work cross functionally with finance and sales to resolve pricing queries.
  • Identify trends in service level failures and resolve through regular liaison with Logistics, Distribution Centre and customer.
  • Pro-actively communicate and monitor customer key service indicators.
  • Ad hoc project work (onboarding customers onto order automation tool etc.)
  • Present key customer service indicators to internal team. Providing insight into biggest issues and subsequent corrective actions.


  • Provides information to key customer needs, questions / queries and provides pragmatic solutions
  • Educates key customers on rules of supply such as lead times, MOQs, product information, delivery dates etc
  • Communicates constraints and revised delivery dates in the event of supply failures
  • Builds rapport and cooperative relationships with key customers, Sales Manager and the rest of the Supply Chain department
  • Takes action to meet key customer needs and concerns with integrity and honesty
  • Supports commercial efforts to sell more value added profitable products

Key deliverables

  • Efficient and correct order capture
  • Development of Customer Relationships to make us supplier of choice
  • Robust information service to external and internal customers
  • Educates key customers on rules of supply such as lead times and MOQs
  • Builds rapport and cooperative relationships with all departments within the supply chain
  • Takes action to meet key customer needs and concerns with integrity and honesty
  • Support of the Demand Planning area


  • Effectively manage the manual, EDI and Omprompt order capture process to service key customers across all channels in line with an agreed Customer Service Policy and contracts in place
  • Effectively manage of incoming service requests in line with an agreed Customer Service Policy via email, phone and in person
  • Support the creation of relevant KPI’s and ensuring the cost effectiveness of customer service order capture
  • Establish a strong communicate with internal and external customers, order management area, Finance and colleagues from other parts of the business on a daily basis in person, via phone and email to ensure customers’ expectations are met
  • Educate key customers on rules of supply such as lead times, MOQs, product information, delivery dates, etc.
  • Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF targets
  • Analyze data and responding to customer questions in a timely manner, with urgency
  • Provide pro –active support in ensuring customer deadlines/expectations are met
  • Escalate challenges or concerns from customers to the CS Manager when needed for immediate customer service resolution
  • Education of sales colleagues on order capture process and importance of getting contracts right first time all the time
  • Following up on requests, tracking and routing shipments and orders, preparing reports
  • Resolution of key customer queries and enquires to help payment
  • Additional responsibilities to support other activities


  • Strong influencing and communication skills
  • Ability to challenge the “status quo”
  • Ability to consolidate complex information, interpret & construct straightforward plans and apply problem solving techniques to evaluate and resolve operational issues
  • Ability to identify customer priorities and work towards consistently meeting these through creation of relevant KPI’s.
  • Ability to manage workload and identify priority tasks to meet tight deadlines
  • Good team player and remains calm under pressure, supporting the company mission
  • Good verbal and written communication skills
  • SAP or computer literacy (ideally good Excel skills)
  • Knowledge about company products and internal processes (preferred)
  • FMCG commercial understanding and customer oriented attitude / approach
  • Effective task management and team player
  • An ability to learn quickly and work effectively with people at all levels of the organisation


  • Customer service / sales experience in a demanding environment
  • Experience in an environment that requires high levels of accuracy and flexibility
  • Experience of working with internal and external customers


Minimum GCSE level educational qualification or equivalent

At Tate & Lyle Sugars, the group's values are the cornerstone of our success.

Leadership - our goal is to be the leader in every arena in which we compete. Teamwork - our strength is magnified when we work together. Integrity - honesty and trust are the foundation of our success.Service - we know that the people and communities in which we operate are crucial partners to our success. Sustainability - the member companies of ASR Group are committed to sustainable agricultural and business practices.

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