Job Description

Customer Service Specialist ***Global FMCG Category Leader***

Location: Slough – Hybrid working (3 days per week in the office)

Salary: £35,000 to £45,000 per annum dependant on experience + Bonus, Pension, Healthcare, Holiday & More

Join a fast-paced, global FMCG organisation as a Customer Service Specialist, where you'll play a pivotal role in delivering exceptional service to B2B customers across grocery, ecommerce, convenience, and wholesale sectors. You’ll act as the first point of contact for clients, ensuring seamless order processing, issue resolution, and top-tier service delivery. This is a fantastic opportunity for someone who thrives in a collaborative, high-performance environment and enjoys working cross-functionally with internal teams and external partners.

Key Responsibilities:

• Manage end-to-end order processing and resolve customer delivery issues.
• Liaise with logistics operators to ensure timely, efficient deliveries.
• Communicate stock availability and delivery updates to customers.
• Handle enquiries, complaints, and returns in line with defined service levels.
• Collaborate with Account Managers, Demand Planners, and 3rd party logistics providers.
• Support customer performance reviews and improvement initiatives.
• Maintain and update customer account data and service records.
• Ensure KPI targets (98.5% service level) are consistently met or exceeded.

Requirements:

• Previous experience in a customer service or order processing role (B2B ).
• Experience in handling logistics and 3PL coordination.
• Familiarity with SAP and strong proficiency in Excel and Outlook.
• Experience working with EDI systems would be highly beneficial.
• Exposure to retail and eCommerce customer channels is also advantageous.
• Exceptional communication skills – both written and verbal.
• Strong attention to detail and a proactive problem-solver.
• Ability to work under pressure and juggle competing priorities.

Additional Info:

Please note: Limited weekend and bank holiday cover will be required on a rota basis.

What Happens Next?

Apply now!

Stage 1: A Teams interview with the Line Manager, focused on your technical competencies and skillset.

Stage 2: An in-person meeting with the Line Manager and Customer Operations Team.

People are at the heart of everything we do. We embrace and are committed to creating an inclusive recruitment process that allows everyone to be their authentic self. ️

While we would love to reply to all applicants, due to high application volumes, if you do not hear back within 14 days, unfortunately, the role won’t be progressing. The position may be in the process of closing, so it could be a matter of timing. But no worries! There will be more opportunities. Follow us at Mackenzie Jones Recruitment to stay updated on new openings.