Job Description
Job Type: Fixed term contract
Contract length: 24 months
The Direct Fulfilment Coordinator is responsible for the accurate and timely processing of customer orders within the direct fulfilment operation.
This role ensures all orders, customer communications, and system updates are completed in line with agreed service levels, supporting a high-quality and responsive customer experience.
Key Responsibilities
1. Order Processing
* Process customer orders and stock feeds in line with daily agreed cut-off times
* Ensure all orders are entered, validated, and completed accurately
* Monitor order queues and prioritise workload to meet SLA requirements
2. Customer Communication
* Respond to customer emails within the SLA
* Provide accurate updates on order status, delays, or issues
* Escalate complex queries to the Senior Direct Fulfilment Coordinator where required
3. System & Portal Updates
* Update customer portals with accurate and timely order statuses
* Maintain customer stock feeds to ensure data accuracy
* Ensure all system entries reflect the latest order and delivery information
4. Exception Management
* Identify and follow up on failed or rejected orders
* Resolve issues promptly or escalate where necessary
* Track and manage outstanding actions to completion
5. Returns & Collections
* Process return collection requests in a timely manner
* Ensure all returns are correctly logged and tracked
* Support resolution of return-related queries
6. Compliance & Accuracy
* Ensure all activities are completed in line with internal processes and customer requirements
* Maintain a high level of accuracy across all order and system updates
Skills & Experience
* Experience in order processing, customer service, or operations
* Strong attention to detail and accuracy
* Good organisational and time management skills
* Ability to work in a fast-paced, high-volume environment
Key Skills
* Customer-focused with clear communication skills
* Ability to prioritise and manage workload effectively
* Proactive problem-solving approach
* Team player with a flexible attitude
Benefits include, but are not limited to:
· Competitive salary
· Pension contributions
· Enhanced holiday
· Discounts on Hisense products
· Access to a shopping discount portal
· Restaurant and café discounts at our Leeds office
About Hisense
Founded in 1969, Hisense is a global leader in technology for your home. We are passionate about making life enhancing technology accessible to the world through our innovations in televisions, laundry, refrigeration and other home appliances.
Hisense UK is part of Hisense Europe, to discover more, watch the Hisense Europe corporate video or visit our company website https://uk.hisense.com/
IMPORTANT NOTICE
* We are an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds, and all qualified applicants will be considered without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other characteristic protected by law.
* As a courtesy, we strive to acknowledge all applications. However, due to the high volume of applications, we regret that we may not be able to respond to every applicant, we can only guarantee that shortlisted candidates will be contacted.
* By submitting your application, you acknowledge that your personal data will be processed for recruitment purposes in accordance with UK data protection legislation. We may retain your details for up to 24 months following the conclusion of the recruitment process in order to consider you for future opportunities, unless a longer retention period is required by law. Your personal data may also be shared with affiliated companies within the Hisense Europe Group where necessary to support the recruitment process. You may withdraw your consent at any time by emailing us at huk.hr@hisense.com