Customer Service & Logistics Coordinator

About the Opportunity

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 be working with Commercial colleagues and customers to identify opportunities reduce costs and CO2 whilst maintaining service and working 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.

The Role Will Include

• Proactively monitor order, delivery and service performance, identifying risks early and taking action before customer impact occurs.
• Ensuring orders are keyed accurately and on time.
• Managing stock allocation for orders by warehouse to ensure availability is maximised for customers.
• Releasing of orders to ensure lead time is met and any issues are managed.
• Ensure any non-conforming deliveries are managed to ensure stock is returned to warehouse.
• Keeping customers informed of any changes, escalating, owning and resolving issues.
• Collaborating with our internal teams and external partners as required to ensure any issues are managed.
• Managing customer queries and complaints to ensure issues are being resolved in a timely manner.
• Generating reports and KPIs to ensure performance is managed and owning resolution of any issues.
• Own daily performance with our 3PL, identifying root cause and implementing corrective and preventative actions for failed deliveries.

About You

• 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 coordinating 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 action.
• Strong communications skills – acting as key communication links 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
• 1 day a year off work to volunteer in the community
• Help yourself to our drinks when at one of our sites
• Staff shop with discounts on our products

Apply Now

Apply now if you want a taste of a new career and join [Employer hidden — sign up to reveal] – Where work tastes better.

We are committed to building an inclusive workplace. Our standard recruitment process includes an initial call with our Talent Advisor, a first stage interview via Microsoft Teams and second stage interviews face to face. Reasonable adjustments available upon request.

Any job offer is subject to an individual’s Right to Work in the UK. Unfortunately, we are unable to sponsor visas.