Job Description
About Us
Qualiko is the international poultry brand produced by one of the largest agricultural holdings in Europe – MHP.
Qualiko is an excellent choice of those who value a balanced life. Home cooked Qualiko chicken gives you natural energy and powers you up to life.
The Qualiko brand was established in 2011 and is currently supplied to over 80 countries around the world.
Role Summary
As a Customer Care Specialist you will manage the end-to-end order-to-cash process in SAP and CRM, maintain strong, professional relationships with customers and internal stakeholders, and ensure timely deliveries and invoicing. You will play a key role in achieving our OTIF and order-processing KPIs while supporting customer claims and contract processes.
Key Responsibilities
- Serve as the primary point of contact for customer care inquiries and build trustworthy, professional relationships with customers and the sales team.
- Provide customers with regular updates on order deliveries, documentation and product availability; participate in occasional customer visits.
- Coordinate daily with Customer Business Development Managers, import and logistics teams to meet customer needs.
- Manage the sales order process in CRM and SAP: receive customer POs, process orders, and notify the 3PL promptly to help achieve 100% OTIF.
- Support customers with claims by providing status updates and advising on required documentation or actions.
- Monitor and control timely delivery of goods according to delivery schedules.
- Ensure timely invoicing (PGI) in line with actual deliveries and proactively work with SAP credit control to release SC credit blocks.
- Support the Sales Team in creating Sales Contracts in CRM and manage order-to-cash activities in SAP.
Key Performance Indicators (KPIs)
- Order Book: 100% of quotations (that are not on credit block or awaiting product) processed within 24 hours — monitored weekly.
- OTIF performance and timely invoicing targets.
Required Skills & Experience
- Practical experience in customer service, order management or similar roles (ideally in FMCG, manufacturing, distribution, or logistics).
- Hands-on experience with SAP and CRM systems; familiarity with order-to-cash processes.
- Strong coordination and communication skills; ability to build relationships across teams and with customers.
- Problem-solving orientation and the ability to work in a fast-paced, deadline-driven environment.
- Attention to detail and strong organizational skills.
- English fluency (written and spoken). Additional languages a plus.
What We Offer
- A collaborative work environment with clear responsibilities and cross-functional exposure.
- Opportunity to impact customer satisfaction and operational KPIs directly.
- Professional development and training on SAP/CRM systems.
- Competitive compensation and benefits (details to be discussed during the interview).
Location
Welwyn Garden City, UK (on-site)