Customer Service Operator

Location: Newcastle upon Tyne
Contract: Permanent

We will be holding an Assessment Centre on the 15th October as part of the interview process

We have an exciting opportunity for a Customer Service Operator to join our brilliant team at our Global HQ in Newcastle upon Tyne!

Our Customer Service Operators have the responsibility of ensuring that all B2B customer orders are maximized and processed on time, whilst providing excellent communication, both internally and externally with ‘First Contact Resolution’ always front of mind.

The role will require daily order & query management, across a range of customers and regions, whilst also collaborating with commercial colleagues and the wider supply chain.

Regular assessment of the order process cycle is critical, ensuring a balance of strong service and cost efficiency.

What you will be doing:

• Order processing, including checks of product forecast, stock availability, and prices, along with pallet load size estimation.
• Day to day administration – responding to emails (e.g., product set-up forms, sample requests, data input and analysis, order amendments, and warehouse queries).
• Regular review of customer disciplines, ensuring compliancy with agreed ordering terms (order frequency, MOV, MOQ, etc), working in conjunction with commercial account managers.
• Be proactive in sourcing updates on upcoming promotional activity to enable effective planning, e.g., stock allocations and order management.
• Lead initiatives to drive improvements in how we operate, through service, order fill rate, ways of working, cost to serve, and general growth, within your account portfolio.
• Own key processes with a view of continuous improvement.
• Ensure key reports and updates are received and cascaded on-time.
• Support members of the team, and wider functions, with workload, problem solving, and initiatives, relating to how we service our customers.
• Understand and navigate various internal systems and external customer portals.
• Where internal daily order cycle timelines cannot be met, you will work through alternate plans with all relevant parties, e.g., Demand and Supply Planning and Logistics, following up with appropriate action plans to address systemic outages.
• Lead & support regular (internal and external) operational calls for key customers, providing ordering updates, along with what’s going well and not so well.
• Co-ordinate customer continuity planning within the team, to support in times of peak and absence.
• Develop your knowledge and scope by learning wider team roles and responsibilities, including logistics, export, and data analysis, over time.
• Keep up to date with new and enhanced products, by attending relevant training sessions and information briefings.
• Being a Subject Matter Expert, in an area that supports personal and team development.
• Support all future change requirements to ensure we meet the business needs and objectives.