Identify Talent are supporting a leading UK manufacturer as they continue to strengthen their Customer Service function in line with ongoing business growth.
The Role
This is an excellent opportunity for a confident, proactive Customer Service Coordinator to take ownership of key customer accounts in a fast‑paced manufacturing environment. You will act as the main point of contact for several major customers, ensuring orders are processed accurately, communication is clear and timely, and OTIF performance is maintained.
Working closely with Planning, Supply Chain, Sales and Operations, you will ensure customer expectations are met while supporting continuous improvement across service and fulfilment processes.
Key responsibilities include:
* Acting as the primary contact for the Top 5 customer accounts, managing day‑to‑day communication.
* Building strong, trusted relationships through proactive updates and a solutions‑focused approach.
* Attending weekly and monthly customer calls to provide updates on orders and service performance.
* Managing customer queries, complaints and escalations, ensuring timely and professional resolution.
* Maintaining accurate customer order trackers and ensuring visibility across internal teams.
* Accurately inputting contract orders and working with Planning to align delivery dates with capacity.
* Monitoring order shortages and communicating risks or delays to customers in advance.
* Producing weekly and monthly order tracker reports and supporting OTIF reporting.
* Preparing commercial invoices, export documentation and FDA prior notices where required.
* Coordinating with Sales on artwork updates to prevent delays to production.
* Processing customer credit notes when needed.
What we are looking for:
* Strong background in Customer Service or Supply Chain within a busy, fast‑paced environment.
* Excellent communication skills with the ability to engage confidently with internal and external stakeholders.
* Highly organised, able to prioritise effectively and manage multiple tasks simultaneously.
* Strong analytical and problem‑solving skills with exceptional attention to detail.
* Proactive, customer‑focused mindset with a confident telephone manner.
* Flexible, enthusiastic and able to work both independently and as part of a team.
* Competent IT skills, including Word, Excel and Outlook.
* Experience in order processing, account coordination or logistics administration is advantageous.
* Previous experience in a manufacturing, supply chain or operations environment is beneficial
Salary description
£30000.00 - £30000.00 per year