KEY RESPONSIBILITIES

Customer and Order Management

• Manage the efficient end-to-end processing of customer orders, ensuring accurate entry and confirmation within 48 hours.
• Proactively communicate with customers regarding risks, delays, and changing delivery dates.
• Coordinate order amendments requested by either the customer or the business, ensuring all relevant stakeholders remain informed.
• Maintain accurate customer records, account information, and master data within the relevant systems.
• Manage customer complaints through the non-conformance process, working with Sales Managers and other departments to support timely resolution.
• Support the forecasting process, including validating information and entering data into the appropriate systems where required.
• Work closely with Planning and Sales to develop appropriate inventory management plans for customers.
• Respond to and support the resolution of customer and supply-chain-related queries.
• Provide effective cover for colleagues during periods of absence.

Leadership, Reporting, and Continuous Improvement

• Act as the first point of escalation for complex customer queries and account issues.
• Produce regular and ad-hoc reporting for the Customer Service function, including KPI and OTIF reporting.
• Extract, analyse, and present customer and supply chain performance data in a clear and actionable format.
• Coordinate the Customer Service office rota and support the effective day-to-day operation of the team.
• Participate in and, where appropriate, lead customer service and supply chain meetings.
• Develop, document, and review departmental processes, with a focus on accuracy, efficiency, and customer excellence.
• Lead and contribute to initiatives aimed at improving customer satisfaction and operational performance.
• Support system upgrades, process enhancements, and wider cross-functional improvement projects.
• Provide flexible support and cover for the Global Customer Excellence Manager when required.

EXPERIENCE, SKILLS, AND KNOWLEDGE

• A strong track record within customer service, customer operations, order management, or a related supply chain environment.
• Experience managing a broad portfolio of customers and handling multiple orders, queries, and priorities.
• Strong commercial awareness and an understanding of how customer service decisions affect operational performance, cost, and customer relationships.
• Experience using ERP systems such as SAP or Oracle.
• Strong reporting and data analysis capability, with the ability to turn information into meaningful insight.
• Excellent written and verbal communication skills, including experience preparing reports and presenting information to stakeholders.
• Strong attention to detail and a consistently high level of accuracy.
• Effective time management skills, with the ability to balance conflicting priorities and meet tight deadlines.
• The ability to build productive working relationships across different departments and levels of the organisation.
• Knowledge of Natara’s products and associated processes would be advantageous but can be developed within the role.

PERSONAL ATTRIBUTES

• Proactive, positive, and solutions-focused, with a practical can-do attitude.
• Highly organised and comfortable working within a busy, fast-moving environment.
• Able to work independently, use initiative, and take ownership of issues through to resolution.
• A collaborative and dependable team player.
• Calm and credible when handling escalations or challenging customer situations.
• Flexible and able to adapt to changing business requirements.
• Passionate about continuous improvement and strengthening systems, processes, and procedures.
• Committed to ongoing learning and professional development.