Role Responsibilities:

• Manage the end-to-end customer order process, ensuring orders are processed accurately and delivered in line with customer requirements and service expectations.
• Act as the primary point of contact for customer depots and head office teams, building relationships and delivering a high-quality customer experience.
• Monitor customer orders throughout the order lifecycle, identifying and resolving issues to prevent service disruptions.
• Secure and manage delivery booking slots, ensuring continuity of service and timely deliveries.
• Investigate order failures, shortages and service issues, identifying root causes and implementing corrective actions to prevent repeat occurrences.
• Work closely with planning, logistics, transport, warehouse and supply chain teams to ensure seamless order fulfilment.
• Maintain accurate records and manage orders through SAP and other internal systems, ensuring high standards of data accuracy.
• Analyse service performance and identify opportunities to improve processes, efficiency and customer satisfaction.
• Support continuous improvement initiatives that improve service excellence and operational performance.

Experience and Key Attributes:

• Previous customer service, order management, administration or account support experience in a fast-paced environment.
• Highly organised with keen attention to detail and the ability to manage multiple priorities simultaneously.
• Problem-solving skills, with the ability to investigate issues, identify root causes and implement effective solutions.
• Effective communication and relationship-building skills, able to work professionally with customers and internal stakeholders.
• Well-developed communication and interpersonal skills, paired with the ability to work effectively with customers and internal stakeholders.
• IT and system skills, with experience using SAP or similar order management systems advantageous.
• Customer-focused mindset with a commitment to delivering high-quality service and continuously improving the customer experience.

Our Commitment to Diversity, Equity & Inclusion:

We welcome applications from people of all backgrounds, identities, and experiences - including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do.

We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please do let us know if you require any adjustments during the recruitment process.

Application Process:

We read applications continuously, and vacancies may be filled anytime, so please apply as early as possible. We look forward to receiving your application.