Customer Service & Administrator - FMCG industry | £30,000 - £42,000 ,000 DOE | Perm| 1 day WFH | Shoreditch, London
An exciting and values-led food and beverage business is seeking a Customer Service & Sales Administrator to support its commercial operations across both Out-of-Home and Retail channels. This role plays a central part in delivering an excellent customer experience, ensuring accurate data management and enabling the commercial team to operate efficiently while upholding the high standards associated with a premium brand.
Key Responsibilities
Order Processing and Customer Support
* Process customer orders accurately, ensuring correct pricing, delivery details and product availability
* Work closely with supply chain and logistics teams to support order fulfilment and resolve issues proactively
* Maintain order trackers, back order information and customer communications where required
* Act as a professional first point of contact for day to day order related queries
Product and Portfolio Management
* Maintain and update product portfolios across Out-of-Home and Retail channels
* Ensure accuracy of product data including pricing, formats, specifications and status changes
* Support new product introductions, delists, artwork updates and SKU amendments
* Act as a central point of contact for internal product information requests
New Line Forms and Customer Setup
* Complete, submit and track new line forms
* Manage new customer and product setup, ensuring master data accuracy across systems
* Collaborate with finance, supply chain and technical teams to ensure correct pricing and configuration
Customer Portal Management
* Update and maintain customer portals with product, pricing, imagery, technical and compliance documentation
* Manage data requests, audits and system updates across Retail and Out-of-Home customers
* Monitor platform notifications and ensure timely completion of required actions
Customer Product Complaints
* Act as the first point of contact for customer product complaints across all channels
* Log and manage complaints through internal systems with accurate and complete information
* Liaise with technical, quality and supply chain teams to support investigations and resolution
* Communicate clearly with customers and account managers on progress and outcomes
* Maintain complaint records and support trend reporting for continuous improvement
Technical and Compliance Support
* Assist with gathering and submitting technical and compliance documentation including EUDR, packaging, allergens and sustainability data
* Maintain organised and up to date compliance files
* Support customer audits and technical queries with accurate information
Commercial and Sales Support
* Provide administrative support to Retail and Out-of-Home teams including price files, promotional calendars and reporting
* Support tender submissions, customer reviews and internal commercial meetings
* Assist with sample requests, forecasting inputs and product launch trackers
Systems and Data Management
* Maintain accurate product, pricing and customer data across ERP and internal systems
* Ensure consistency of customer master data and documentation
* Produce reports on product availability, listings, order patterns, pricing changes and customer activity
Skills and Experience
Essential
* Experience in sales support, customer service, order processing or commercial administration
* Strong organisational skills with the ability to manage multiple priorities
* High level of accuracy and attention to detail
* Confident user of Excel and business systems including ERP platforms
* Strong communication skills and a collaborative approach
* Comfortable working with digital customer portals and platforms
Desirable
* Experience across both Retail and Out-of-Home channels
* Exposure to product complaints handling or quality and technical processes
* Experience working with compliance documentation or sustainability data
* Relevant FMCG industry experience
REF: JGA/144489
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