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 an 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.
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
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
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
#J-18808-Ljbffr