Steven Webb

Experience

• 

  Symphony Group PLC

  Sept 2001 - Nov 2007

  Successfully gained promotion to Team Leader within my team when the opportunity arose, taking charge of a team of 7-10 staff. • Tasked with managing customer service support for all private development builders within the South of England and Wales.• Allocated workload within the team, closely monitored progress and performance on a daily basis, with each member responsible for order processing and account management for their client base. Held regular team meetings to raise and discuss any necessary issues.• Personally dealt with escalated customer complaints when necessary as well as issues raised by internal departments. Using excellent working relationships to help negotiate and resolve issues.• Assisted with the recruitment needs of the team as well as various training aspects for new starters. Show less Following a successful stint as a trainee administrator, I successfully gained full time employment as a Customer Service Account Manager.• Assigned as direct contact to an allocated client base, being first point of contact for any problems or queries. Rapport and relationship building being a key component.• Dealing with order processing, constantly working to strict deadlines in keeping with tight schedules and deadlines. Prioritisation being key in this active role.• Working with internal departments to help solve customer issues. Show less

  • Customer Service Team Leader

    Jun 2005 - Nov 2007

  • Customer Service Account Manager

    Sept 2001 - May 2005
• 

  Fish4

  Dec 2007 - Sept 2011

  Customer Service Team Leader

  • Joined one of the UK's leading online job boards, heading up the customer service team within their expanding Leeds office• Recruited and trained new employees to aid the expansion of the customer service department• Coordinated the processing of contracts and all back office administration for direct clients• Focused on continuous improvement opportunities to shape processes and ways of working within a developing department

• 

  Trinity Mirror plc

  Sept 2011 - Jul 2014

  Sales Executive / Ecommerce Account Manager

  • Moved into a sales based role in order to increase my skillset and broaden my career prospects, working primarily on the Fish4jobs and PlanetRecruit brands• Through a consultative approach, identified and delivered online recruitment advertising solutions to direct SME clients nationwide.• Successfully achieved numerous new business targets ranging from £3,500 to £7,000+ per month as well as e-commerce sales targets of £40,000 per month, with final 2014 year to date number of 120%

• 

  Arla Foods

  Jan 2015 - Oct 2023

  • Drove delivery of key Global/European IT projects as the lead role for the UK Customer Operations team. Member of core project team providing direction on project and implications for UK market.• GATP (Global Available to Promise) – Delivered successful implementation and roll out of SAP based solution into local market - Q2 2023 with continuous product phasing throughout 2023• SAP S/4HANA – Controlled cutover transition to new global SAP solution across UK order management, co-ordinated 15,000+ contingency customer orders across transition period - Q2 2023• Supported European project through to completion of transition to new centralized Customer Operations structure in Poland - Q4 2023• Led on key EDI/technical implementations into UK markets including Aldi EDI transition, Morrisons EDIFACT switchover and ongoing Asda Future project moving away from their Walmart platform Show less • Oversaw customer service team supporting both internal and external customers across UK customer base over 364 days a year• Co-ordinated successful order process management of 26,000+ customer orders via SAP ERP solution on a weekly basis• Enabled the team to deliver against key internal KPI’s across phone / email case management utilising Genesys and CSM platforms• Drove effective process optimization and ongoing utilization of automation opportunities • Operated within key cross functional business workstreams including new business opportunities, NPD launches, systems/technical developments, SAP based customer integration projects Show less • Joined IT Application Services Department, assigned to SAP sales area across global Arla business alongside diverse order automation, cloud based (SaaS) and sharepoint / knowledge sharing platforms• Governed change management processes - demand / proposal review, prioritisation, estimation, solution review, unit testing, business testing, implementation• Vendor coordination - SLA review, vendor meetings, budget tracking (support and enhancements), vendor support recruitment• Consulted on incidents, service requests and problem tickets as well as assisting in higher priority cases• Coordinated and supported the IBM Sales team towards the IBM Best Team Performance award across the global business 2021, delivering 138 demands and solving 2210 incidents/tickets Show less Member of the customer service management team tasked with order and service level management on a day to day basis for all fresh milk and manufactured products across the Arla Foods UK customer base.• Specialised in Analytics and Automation.• Led on Robotic opportunities including the launch of Automated EDI order processing Q1 2020.• Managed short and medium term projects including large scale product launches & new business.• Key point of contact for business critical system / technical issues and resolution.• Supported commercial departments in use of various tools including Lotus, SAP and ServiceNow.• Developed and maintainined systems, processes and reporting solutions.• Maintained SAP masterdata and mapping tables. Show less

  • Project Manager (Fixed Term Contract)

    Apr 2023 - Oct 2023

  • Customer Service Team Leader (Fixed Term Contract)

    Feb 2022 - Apr 2023

  • IT Service Delivery Manager

    Aug 2020 - Feb 2022

  • Customer Service Team Co-Ordinator‏

    Jan 2015 - Aug 2020
• 

  Finlays

  Sept 2024 - now

  Customer Services Lead

  • Joined within a newly created role as part of Finlays growing extract ingredients division• Driving customer service whilst overseeing customer ordering across Europe, MEAC, Asia and ROW.• Optimising internal order to cash (O2C) processes across customer base• Collaborating with internal colleagues to align customer success initiatives with strategies• Supporting with new business, NPD and subsequent workflows