Customer Operations Coodinator

Baxters Canada Inc; Fochabers; On-site; GBP 25,000 - 35,000; Full time

Job summary

Baxters Canada Inc is seeking a highly organised Customer Operations Coordinator to join their team in Fochabers. This role involves maintaining strong relationships with external customers and internal stakeholders while ensuring accurate order processing and KPI reporting.

The successful candidate will have excellent communication skills, a customer-focused mindset, and a good understanding of business processes. ERP experience is preferred but not essential as training will be provided.

Qualifications

• Demonstrates a commitment to delivering high levels of service.
• Ability to work independently and manage responsibilities effectively.
• Good understanding of end-to-end business processes.

Responsibilities

• Support the Customer Operations team by maintaining accurate customer profiles.
• Review and process customer orders, ensuring accuracy and timeliness.
• Collaborate with internal departments to ensure timely despatch of orders.

Skills

Customer focused mindset

Effective communication

Ability to develop relationships

Attention to detail

Experience with ERP systems

Tools

Oracle ERP systems

Job description

We are seeking a highly organised and proactive Customer Operations Coordinator to join our team in Fochabers. The successful candidate will play a vital role in building and maintaining strong, effective relationships with both external customers and internal stakeholders.

Main Accountabilities

• Support the Customer Operations team by maintaining accurate customer profiles including customer cross references, EDI set-up, MLOR database management and derogation requests
• Review and process customer orders, ensuring they are received accurately and on time, in line with agreed minimum order quantities, lead times and forecast requirements
• Collaborate with internal departments across the business (e.g., Sales, Despatch, Planning, Operations and Technical) to ensure orders are despatched on time and in full, proactively addressing any potential delays
• Monitor order progress, proactively identifying and resolving issues, or escalating where necessary to ensure timely delivery
• Develop and maintain direct customer relationships to improve service levels and minimise the impact of issues such as stock shortages
• Support the coordination of samples for new product launches inc. marketing events
• Support weekly and period-end reporting, ensuring KPI data is accurate and customer service performance is effectively measured
• Demonstrate a flexible approach, undertaking additional duties as required appropriate to the role and level of responsibility

Person Specification

• Demonstrates a customer focused mindset, with a commitment to delivering high levels of service
• Works effectively as part of a cross-functional team, contributing to shared goals and outcomes
• Ability to develop and maintain effective relationships with both internal and external customers
• Confident and effective communicator, both written and verbal, able to engage at all levels, including Directors, Senior Managers, and challenging stakeholders
• Self-motivated and proactive, with the ability to work independently and manage responsibilities effectively
• High level of attention to detail ensuring accuracy across customer data, orders and reporting
• Good understanding of end-to-end business processes (Operations, Planning, Technical, Purchasing, Finance) and how customer operations support and impacts these functions.
• Experience working with ERP systems (Oracle-based preferred) but not essential as full training can be provided
• Experience within FMCG is desirable, but not essential