Customer Experience & Order Fulfillment Specialist

Hydrogen Group; Chelmsford; On-site; GBP 26,000 - 34,000; Full time

Job summary

Hydrogen Group is seeking a Customer Service and Order Processor to work with the Customer Services Manager and Sales to ensure orders are processed quickly, accurately and with high service standards. The role requires strong communication, ERP/CRM experience and a proactive, team-oriented approach.

You'll build relationships with internal departments and external customers, drive improvements in order processing and support continuous improvement projects across customer service and order

Qualifications

• Experience in customer service, order processing or order management in manufacturing.
• Strong customer focus and commitment to service quality.
• Continuous improvement mindset with a process-oriented approach.
• Excellent written and verbal communication, able to build relationships.
• Experience with ERP/CRM systems (SAP or equivalent) for order management.
• Proficient in Microsoft Excel plus Outlook/Word/PowerPoint.

Responsibilities

• Process and manage customer orders accurately and efficiently.
• Respond to customer enquiries and provide timely updates.
• Build and maintain strong customer relationships to support satisfaction and repeat business.
• Work with Sales to meet customer requirements and book orders promptly.
• Coordinate with Operations, Supply Chain, Credit Control, Trade Compliance and Logistics to resolve issues.
• Monitor order progress and address delays affecting delivery.
• Identify opportunities to improve order processing procedures.
• Support continuous improvement initiatives and customer service projects.
• Provide cover for colleagues when necessary.
• Undertake other duties as required.

Skills

Customer service

Order processing

Customer focus

Continuous improvement

Communication skills

Prioritization

ERP/CRM (SAP)

MS Excel

Analytical skills

Self-motivation

Teamwork

Tools

SAP

Job description

Hydrogen Group is seeking a Customer Service and Order Processor to work with the Customer Services Manager and Sales to ensure orders are processed quickly, accurately and with high service standards. The role requires strong communication, ERP/CRM experience and a proactive, team-oriented approach.

You'll build relationships with internal departments and external customers, drive improvements in order processing and support continuous improvement projects across customer service and order