Customer Operations Coodinator

Job Description

We are seeking a highly organised and proactive Customer Operations Coordinator to join our team in Fochabers. The successful candidate will play a vital role in building and maintaining strong, effective relationships with both external customers and internal stakeholders.

Main Accountabilities

• Support the Customer Operations team by maintaining accurate customer profiles including customer cross references, EDI set-up, MLOR database management and derogation requests
• Review and process customer orders, ensuring they are received accurately and on time, in line with agreed minimum order quantities, lead times and forecast requirements
• Collaborate with internal departments across the business (e.g., Sales, Despatch, Planning, Operations and Technical) to ensure orders are despatched on time and in full, proactively addressing any potential delays
• Monitor order progress, proactively identifying and resolving issues, or escalating where necessary to ensure timely delivery
• Develop and maintain direct customer relationships to improve service levels and minimise the impact of issues such as stock shortages
• Support the coordination of samples for new product launches inc. marketing events
• Support weekly and period-end reporting, ensuring KPI data is accurate and customer service performance is effectively measured
• Demonstrate a flexible approach, undertaking additional duties as required appropriate to the role and level of responsibility

Person Specification

• Demonstrates a customer focused mindset, with a commitment to delivering high levels of service
• Works effectively as part of a cross-functional team, contributing to shared goals and outcomes
• Ability to develop and maintain effective relationships with both internal and external customers
• Confident and effective communicator, both written and verbal, able to engage at all levels, including Directors, Senior Managers, and challenging stakeholders
• Self-motivated and proactive, with the ability to work independently and manage responsibilities effectively
• High level of attention to detail ensuring accuracy across customer data, orders and reporting
• Good understanding of end-to-end business processes (Operations, Planning, Technical, Purchasing, Finance) and how customer operations support and impacts these functions.
• Experience working with ERP systems (Oracle-based preferred) but not essential as full training can be provided
• Experience within FMCG is desirable, but not essential