Kelly Smith - Customer Service Manager
"I had a fantastic opportunity to experience the Shared Resource secondment role based within a top 4 retailers head office"
I started working for Princes in May 2008. Princes seemed the ideal company for me with being based in Liverpool and having a great reputation as a company to work for. I have had a number of promotions and job moves during my time here.
My first role was Order Fulfilment Assistant within the Supply Chain department, where I processed orders for retail customers, advising of service issues and reporting KPI’s. Within 9 months of being at Princes the opportunity came up for me to apply for the role of Order Fulfilment Manager. With my new job came some further responsibilities, including the management of my nominated accounts and the point of escalation for the Order Fulfilment Assistant.
In 2011 I was again successful in my application for the role of Customer Development Manager. This was my first role in which I had to manage a team.
It didn’t end there, following this role I had a fantastic opportunity to experience the Shared Resource secondment role based within a top 4 retailers head office. This opportunity provided me with invaluable experience of being able to truly understand the customer and build up great working relationships. In addition to the work experience I also had to relocate to London, which was a great both professionally and personally.
Once this secondment was complete, I moved back to Liverpool to continue working within the Princes Head Office in the Royal Liver Building and I then secured the role of Customer Service Manager, which is my current role. I get great exposure working with other key stakeholders within the business, which allows me to constantly improve my knowledge. I have a team of 7 and I’m responsible for the management of a number of retailer accounts, ensuring we maintain an excellent service level to customers whilst also constantly looking at ways to create a leaner and more efficient supply chain, taking out costs where possible for both Princes and the customer. I’m also part of supplier forums within a number of retailers, attending these forums ensures we share best practice with other suppliers.
I previously worked in store for a food retailer, but I wanted to make the move to work in an office based environment but continue working within Supply Chain, this was so I could gain further knowledge of the full end to end Supply Chain Process. The people management element of my role has been the biggest learning curve for me. I’ve had some great training within Princes to help me develop my skills and enable me to manage people successfully.
I’m most proud of how far I’ve come within Princes. I feel I have job security working here and I know that if you do work hard it is recognised and there are opportunities within the business to develop your career. I really do enjoy my job and what I do on a day to day basis.