Customer Service Executive
Location: Craigavon- 5 days onsite
Reports To: Customer Service Manager
Contract Type: Permanent
Role Purpose
To provide analytical support, strategic direction, and effective communication across multiple categories for Pilgrims Europe. This role ensures alignment between internal teams and customer stakeholders, driving supply chain excellence and delivering best-in-class customer service.
Key Responsibilities
- Deliver clear daily service communication, including root cause analysis and corrective actions.
- Own short-term forecasting (current week, +1, +2) for core and promotional volumes.
- Collaborate with commercial teams on medium and long-term planning.
- Build and maintain strong relationships with supply chain contacts and buyers.
- Conduct monthly KPI reviews with customer supply chain contacts and internal complex functions.
- Lead seasonal event planning and management (e.g., Summer RTE, BBQ, Christmas).
- Ensure accurate master data setup at 3PLs for all launches and EPDs.
- Manage NPD volume planning for launch day, week +1 and +2.
- Drive supply chain compliance with production sites and customer depots.
- Communicate continuity plans for disruptions (e.g., site breakdowns, weather).
- Educate customer stakeholders on product constraints (e.g., bird weights, capacity).
- Lead supply chain elements of CI and Value Chain projects for Pilgrims
- Promote clear ownership and governance across supply chain activities.
- Collaborate with commercial and operational teams to align customer expectations.
- Champion Pilgrim Europe’s reputation as a “best in class” customer service provider.
- Manage Day 3 orders to reduce second-choice disposal costs.
Measurable Outputs
- CSL tracking reports
- Forecast and bias reports
- Value Chain project financial returns (Project Value Trackers)
- Monthly KPI dashboards for complex visits and customer meetings
Knowledge, Skills & Experience
Essential:
- 1-2 years’ experience in supply chain, operations, commercial, or customer service.
- Strong analytical skills with data-driven decision-making ability.
- Knowledge of supply chain systems and processes.
- Excellent written and verbal communication.
- Proficiency in Microsoft Office tools.
Desirable:
- Experience in similar roles across industries.
- Understanding of UK and Ireland food sectors.
- Familiarity with retailer web-based tools.
- Experience with QlikView reporting tools
The company
Pilgrim’s Europe produces some of the best-known and most iconic brands in the UK and Ireland, including Fridge Raiders, Rollover, Denny, Richmond, Oakhouse and Moy Park, alongside a diverse range of industry leading own-label products in categories including fresh pork, lamb and chicken, working with all the major retailers and food service outlets.
Our portfolio extends to authentic chilled and frozen ready meals, snacking ranges, added value and food service products.
Across Pilgrim’s Europe we combine 20,000 of the best people in the industry, united by a shared set of core values and a passion for producing the highest quality, most delicious and innovative food, which is enjoyed by millions of people in the UK, Ireland and Europe every day. Our Pilgrim’s Europe team are based in our Pilgrim’s UK, Moy Park, Pilgrim’s Food Masters and Pilgrim’s Shared Services businesses.
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