Customer Service & Logistics Co‑ordinator
We are looking for a Customer Service and Logistics Co‑ordinator to deliver consistent and positive engagement with customers, providing a personal and memorable experience with every interaction.
The role includes processing customer orders and managing related activities such as stock allocation, returns, credit/debit creation and customer complaints or queries to ensure on‑time in‑full delivery of products.
You will work with commercial colleagues and customers to identify opportunities to reduce costs and CO2 while maintaining service, and closely with our Third Party Logistics (3PL) partner to ensure all deliveries are received and transport is planned to deliver on time and in full, maintaining exceptional service standards in line with SLAs.
You will also work closely with our supply and demand planners to foresee any immediate or future issues with availability so decisions can be made promptly to prioritise customers with our commercial teams.
Responsibilities
- Proactively monitor order, delivery and service performance, identifying risks early and taking action before customer impact occurs.
- Ensure orders are keyed accurately and on time.
- Manage stock allocation for orders by warehouse to maximise availability for customers.
- Release orders to meet lead time and manage any issues.
- Handle non‑conforming deliveries, ensuring stock is returned to warehouse.
- Keep customers informed of any changes, escalating, owning and resolving issues.
- Collaborate with internal teams and external partners to manage any issues.
- Manage customer queries and complaints to ensure timely resolution.
- Generate reports and KPIs to manage performance and drive resolution of any issues.
- Own daily performance with our 3PL, identify root cause and implement corrective and preventative actions for failed deliveries.
Qualifications & Skills
- Strong interpersonal and communication skills with the ability to build relationships quickly and effectively across all levels and influence key stakeholders.
- Proactive problem‑solving and root cause analysis skills.
- Effective organisational skills and ability to multi‑task in a fast‑paced environment.
- Strong ability to manage multiple priorities and coordinate issue management with other departments.
- Excellent proficiency in Microsoft Excel for data manipulation, cleansing, structuring, analysis, and report generation.
- Ability to generate actionable insights from large datasets to identify trends, issues and recommend improvement actions.
- Strong communication skills – acting as a key communication link between customers, commercial teams and the 3PL partners, ensuring clear and timely updates daily regarding our service levels.
- Ability to use operational data and service performance trends to identify improvement opportunities and recommend process enhancements across customer services and logistics operation.
Benefits
- 25 days holiday (with opportunity to buy extra every year)
- Annual bonus
- Save as you Earn share scheme
- Option to join our private medical cover scheme
- Enhanced primary carers leave and sick pay
- Holiday home stay
- Your birthday off work
- Free on‑site parking
- One day a year off work to volunteer in the community (you choose when and where)
- Access to our drinks at sites
- Staff shop with discounts on our products
Equal Opportunity Statement
We are committed to building an inclusive workplace where everyone feels valued and supported. We believe diverse teams perform at their best, and we welcome people with different backgrounds, life experiences, perspectives and ways of thinking.
Eligibility
Any job offer is subject to an individual’s Right to Work in the UK. Unfortunately, we are unable to sponsor visas.
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