Customer Service & Logistics Executive
Parkside
My client is seeking a highly organized and customer-focused Customer Service & Logistics Executive to join our Supply Chain team. This role is responsible for managing customer orders from receipt through to delivery, invoicing, and collection, while ensuring excellent customer service and operational efficiency.
You will act as the primary point of contact for customers, working closely with internal teams and third-party logistics providers to ensure orders are delivered on time and in full (OTIF). The role also involves supporting logistics operations, driving continuous improvement initiatives, and contributing to the achievement of key service and cost objectives.
Key Responsibilities
Customer Service & Order Management
- Process customer orders accurately and within agreed lead times.
- Verify stock availability and coordinate order fulfillment with third-party logistics providers.
- Manage customer enquiries via email, phone, and other communication channels, delivering a high level of customer service.
- Ensure credit-released orders are processed before daily cut-off times.
- Monitor order progress and proactively resolve any issues affecting customer deliveries.
- Support the achievement and continuous improvement of Customer Service KPIs.
- Identify opportunities to improve processes, procedures, and customer experience.
- Build strong working relationships with customers and internal stakeholders including Sales, Planning, Production, Inventory, Finance, and IT teams.
- Monitor customer service levels and report on stock shortages, product changes, future stock availability, and transport capacity.
- Support supply chain initiatives aimed at improving service levels while reducing operational costs.
- Participate in customer meetings to understand requirements, resolve issues, and strengthen relationships.
- Drive collaborative projects that improve efficiency and service performance.
- Work closely with third-party logistics providers to ensure timely and cost-effective delivery performance.
- Analyse transport costs and identify opportunities for efficiency improvements and cost savings.
- Monitor and report logistics KPIs, ensuring visibility across the wider business.
- Investigate and resolve logistics and supply chain issues that may impact operations.
- Review non-compliance charges, dispute where appropriate, and implement preventative measures.
- Prepare and manage export documentation to support the movement of goods.
- Previous experience in Customer Service, Logistics, Supply Chain, or Order Management.
- Strong communication and relationship-building skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Strong problem-solving and analytical abilities.
- Proficiency in Microsoft Office, particularly Excel.
- Experience working with ERP or order management systems.
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