Overview

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