Customer Operations Coordinator (Supply Chain)

Ferrero International S.A.; Alfreton CP; On-site; GBP 32,000 - 45,000; Full time

Job summary

Ferrero is seeking a Customer Service Analyst to join its UK customer operations. You’ll link customers with sales, supply chain and logistics to ensure orders are managed from start to finish, driving satisfaction and efficiency.

You’ll build partnerships, influence delivery schedules, and support continuous improvement in operations, with a focus on accuracy, service levels, and cost optimization.

Qualifications

• Strong customer service skills and professional communication.
• Effective problem-solving under pressure.
• Detail-oriented with a customer-centric mindset.
• Ability to work independently and meet tight deadlines.
• Strong numeracy and analytical approach.

Responsibilities

• Ensuring seamless customer order processing and meeting service levels.
• Balance customer volumes, seasonal commitments, and communicate variations.
• Maintain comprehensive customer records for uninterrupted support.
• Collaborate with 3rd party logistics and finance to ensure on-time delivery.
• Monitor forecasts and stock levels to balance demand and maximize sales.

Skills

Customer service

Problem solving

Numeracy

Attention to detail

Independent working

FMCG supply chain

Job description

About the Role

As a Customer Service Analyst, you'll be at the heart of our customer operations, driving seamless service for a key portfolio of clients. In this role, you’ll be the vital link between our customers, sales teams, supply chain, and logistics partners, ensuring that every order is managed with precision from start to finish. You’ll have the chance to build strong partnerships with customers, influence product delivery schedules, and collaborate with teams to keep everything on track. If you’re someone who excels at solving problems, improving processes, and making a real impact on customer satisfaction, this role is for you!

Main Responsibilities

• Ensuring seamless customer order processing, striving to meet service level targets by proactively managing orders against forecasts.
• Balancing customer volumes, handling seasonal commitments, and communicating any variations to customer demands.
• Keeping comprehensive customer records ensures that the team can provide uninterrupted support even in your absence.
• Develop solid relationships with our 3rd Party Logistics providers to guarantee that orders are fulfilled according to customer expectations, tracking deliveries, resolving issues with returned products, and coordinating closely with finance when necessary.
• Closely monitor customer forecasts, tracking product intake and seasonal changes, flagging any discrepancies or over-consumption, helping to balance demand and ensure that customer needs are met efficiently, maximising sales while minimising excess stock.
• Building and nurturing strong partnerships with customer contacts, creating trust and collaborative ways of working.
• Support the broader Customer Operations Team in developing innovative approaches and step in to help teammates whenever needed to maintain high service levels.
• Drive continuous improvement within operations, working with the team to optimise processes that lead to service and cost enhancements.
• Focus on performance metrics like order fill rates and shelf availability to deliver the freshest products while ensuring internal targets are consistently met.
• Collaborate with Supply Chain team and maintain effective communication with all stakeholders, ensuring customer requirements are clearly understood and fulfilled to the highest standards.

About You

• Strong customer service skills, solid organisational abilities, and professional communication and interpersonal expertise.
• Effective problem‑solving skills are key, particularly when managing tasks under pressure.
• Detail‑oriented, results‑driven individuals with a customer‑centric mindset.
• Ability to work independently and stay effective under tight deadlines.
• Strong numeracy skills and an analytical approach.
• Experience in customer supply chain operations, especially within FMCG networks.

What We Offer

• Careers with caring built in – discover our benefits here.

About Ferrero

Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world’s largest sweet‑packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at ferrero.com.

DE&I at Ferrero

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative, and highly rewarding. Find out more here.