Job Description:

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 a 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

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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