Customer-Focused Order Fulfillment Coordinator

Villeroyboch Group; United Kingdom; Remote; GBP 30,000 - 38,000; Full time

Job summary

Villeroy & Boch UK is seeking an Order Fulfilment Coordinator to join our team. You will manage the end-to-end order lifecycle, serve as the main point of contact for customers, and help ensure on-time delivery and accurate invoicing.

The ideal candidate has 2+ years in customer service or logistics, strong communication, and proficiency with CRM/SAP and MS Office. You will collaborate across Forecasting, Supply Chain, Sales, and After-Sales to drive service excellence.

Qualifications

• 2+ years of experience in a fast-paced customer service, order management, or logistics role.
• Proficient in end-to-end order fulfilment, tender management, and supply chain processes.
• Excellent verbal and written communication, able to convey complex information clearly.

Responsibilities

• Cultivate and maintain strong relationships with assigned customers, acting as their primary point of contact within a territory management model to ensure exceptional service delivery.
• Manage merchant-awarded projects from inception to successful delivery, tracking progress, ensuring scheduling accuracy, contract compliance, mitigating risks, and maintaining clear communication.
• Progress and manage customer orders from award through to receipt and invoicing, ensuring all details are captured in systems.
• Identify and pursue cross-selling and upselling opportunities, collaborating with sales teams to drive revenue growth.
• Foster collaboration with Forecasting, Supply Chain, Warehouse & Logistics, Shared Service Centres, Estimating, Sales, QA, and After Sales to ensure seamless service and order fulfilment.
• Address and resolve customer inquiries, issues, and complaints regarding products, services, pricing, and deliveries with professionalism.
• Monitor KPIs such as response times, quality audits, and OTIF delivery to drive continuous improvement.
• Embody Villeroy & Boch's core values of Focus, Accountability, and Consumer Centricity in all interactions.

Skills

Customer service

Order management

Logistics

Communication

CRM systems

ERP systems

Salesforce

SAP

MS Office

Tools

Salesforce

SAP

Job description

Villeroy & Boch UK is seeking an Order Fulfilment Coordinator to join our team. You will manage the end-to-end order lifecycle, serve as the main point of contact for customers, and help ensure on-time delivery and accurate invoicing.

The ideal candidate has 2+ years in customer service or logistics, strong communication, and proficiency with CRM/SAP and MS Office. You will collaborate across Forecasting, Supply Chain, Sales, and After-Sales to drive service excellence.