Job Title
Order fulfilment/ B2B Customer Support
Department
B2B Customer Services, UK Operations
Reporting To
Customer Services Team Leader / Team Manager
Location
Marlow (Office-based) – Hybrid after 3 months.
Hours
Monday - Friday - 9am-5pm
Role Overview
As a Order fulfilment/ B2B Customer Support, you will be responsible for managing customer accounts, processing complex orders, and working cross-functionally to ensure seamless operations and timely issue resolution. This role is ideal for someone who is passionate about delivering exceptional customer service, thrives on problem-solving, and is committed to driving service excellence.
Key Responsibilities
* Serve as a primary point of contact for customer queries and support requests
* Keep customers informed throughout the order lifecycle, ensuring a high level of satisfaction and trust
* Collaborate with Sales, Supply Chain, and Finance teams to deliver seamless service
* Maintain accurate records of customer interactions, enquiries, and resolutions
* Manage customer accounts in line with internal SOPs and vendor compliance requirements
* Process complex customer orders using ERP systems and coordinate with logistics for timely fulfilment
* Manage and resolve customer claims, escalating where necessary
* Identify root causes of issues and partner with relevant teams to implement effective solutions
* Monitor service performance metrics and customer feedback
* Produce reports and contribute recommendations for continuous improvement
* Identify and support process improvement initiatives
* Undertake additional responsibilities as required by the Line Manager
Skills & Experience Required
* Minimum of 2 years' experience in a customer service role, ideally within FMCG and B2B environments
* Experience with sales order processing (FOB knowledge advantageous)
* Strong passion for customer service and problem resolution
* Excellent communication skills with a collaborative, team-oriented approach
* High attention to detail and strong organisational ability
* Experience with Salesforce, SAP, and Microsoft Office (preferred)
* Proactive mindset with a willingness to learn and continuously improve
Benefits
* Salary: £30,000 per annum
* Pension Contributions: 5% employer contribution with a 4% employee contribution
* Benefits Hub: Access to a wide range of employee benefits
* Private Medical & Dental Insurance: Single cover provided
* Holiday Allowance: 25 days annual leave plus bank holidays (pro-rated based on start date)
* Life Assurance: 4x annual salary
* Employee Discounts: Access to Friends & Family webshop
* Gym Allowance: Up to £300 per year (claim-based)
* Eye Care Support: Contributions towards eye tests for DSE use
* Employee Assistance Programme: 24/7 confidential helpline
* Onsite Perks: Free refreshments, weekly fruit baskets, wellbeing room, and free parking
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
#J-18808-Ljbffr