Our client, a dynamic and fast-growing organisation operating within the FMCG food and drink sector, is seeking a proactive and highly organised Sales & Operations Coordinator to support customer service excellence and end-to-end order management. This role offers an excellent opportunity for a commercially aware coordinator to act as a key link between customers, suppliers, logistics partners, and internal teams.
Job Role
Reporting to the Sales & Operations Manager, the Sales & Operations Coordinator will be responsible for the accurate and timely processing of customer orders, ensuring on-time, in-full delivery, effective communication, and high levels of customer satisfaction. You will manage orders through D365, coordinate with suppliers and logistics partners, and play a vital role in maintaining service levels, margin control, and operational efficiency.
Responsibilities
- Accurately process all manual customer sales orders by 2pm on the day of receipt and issue purchase orders to suppliers and transport providers.
- Monitor and follow up on expected EDI orders, ensuring all orders are correctly received into D365.
- Confirm all customer orders within 24 hours for stock orders and within 48 hours for direct delivery orders.
- Ensure customers place orders within agreed lead times and proactively manage any exceptions.
- Act as a primary point of contact for customers, managing queries, complaints, and service issues professionally.
- Build and maintain strong working relationships with customers, suppliers, and logistics partners.
- Work with suppliers and third-party logistics providers to ensure orders are produced, picked, dispatched, and delivered correctly.
- Proactively notify customers of any delivery delays or stock shortages ahead of time.
- Ensure all orders are batched, delivery noted, and invoiced accurately on the day of delivery.
- Complete daily invoice checks against warehouse reports, investigating and resolving any discrepancies.
- Ensure OTIF performance is accurately logged within D365 and corrective actions are implemented where required.
- Investigate customer claims and ensure credits are raised within seven days of receipt.
- Raise and escalate EDI, service, and delivery issues internally, keeping all relevant stakeholders informed.
- Analyse customer and system data to identify risks to shelf life and opportunities to upsell or improve logistics efficiency.
- Support upselling initiatives, including full pallet deliveries where applicable.
- Add and amend sales prices in the system, ensuring live orders are updated accurately.
- Attend weekly stock-at-risk and channel meetings, preparing updates, actions, and minutes relevant to customer service activity.
- Support new product launches and phase-ins in collaboration with Commercial and Supply Chain teams.
- Liaise closely with the internal Customs team to ensure all orders move across borders with compliant and accurate documentation.
- Work with Finance to manage proforma customers, customers on hold, and credit requests.
- Investigate and manage complaints, credit requests, and claims with suppliers, warehouses, and transport partners.
- Provide out-of-hours support on a rota basis as required.
- Carry out ad hoc tasks to support the wider business.
Personal Profile
- Previous experience in a Sales & Operations, Customer Service, or Order Management role, ideally within FMCG food and drink.
- Confident communicator with strong telephone and email skills.
- Highly organised with the ability to prioritise effectively in a fast-paced environment.
- Calm and resilient under pressure.
- Methodical, thorough, and detail-focused approach to work.
- Strong team player with a collaborative and flexible attitude.
- Good IT literacy with experience using ERP systems.
- Experience using D365, Excel, and Microsoft Office is highly desirable.
- Familiarity with retailer portals would be an advantage.
Benefits include:
- Opportunities for personal development and training
- Supportive, collaborative team environment
- Competitive salary and benefits package
Ref Code: W013217
To apply, please send your comprehensive CV in strict confidence, quoting the reference above and for the attention of Jon Hemming-Nash. Please include current salary details within your application.
Due to high response levels, only shortlisted candidates will be contacted. If you have not received a response within one week, regrettably your application has not been successful on this occasion.
