Temporary role – ongoing Hybrid role – based in Richmond Customer Service & Logistics Executive Role Overview Responsible for managing customer orders and queries within agreed lead times, acting as the main point of contact from order placement through to delivery, invoicing, and collection. The role also includes managing 3PL partners to ensure OTIF delivery while driving cost efficiency and service excellence.
Key Responsibilities
- Process and manage all customer orders within daily cut-offs and lead times
- Check stock availability and coordinate order fulfilment with 3PL partners
- Handle customer enquiries promptly to deliver a high-quality service experience
- Ensure credit-released orders are processed on time
- Support achievement of Customer Service KPIs and continuous improvement initiatives.
- Work closely with 3PL providers to ensure efficient, cost-effective, OTIF delivery
- Monitor service levels, stock shortages, transport capacity, and product changes
- Analyse transport costs and investigate service failures or non-compliance charges
- Troubleshoot supply chain issues and implement corrective actions
- Prepare export documentation where required.
- Partner with Sales, Supply Chain, Planning, Finance, IT, and external logistics providers to ensure smooth operational flow and strong customer relationships
Key Skills & Experience - A minimum of 3 years FMCG experience in Supply Chain Customer Service
- A good understanding of Supply Chain processes (i.e. Order through picking, loading & delivery POD’s) via SAP
- Excellent attention to detail, strong PC skills including SAP & Excel
- Excellent interpersonal and communication skills – able to influence and communicate clearly at all levels
- Good organisational skills with the ability to work both independently and as part of a team whilst prioritising workload
