Customer Service Advisor

First Recruitment Ltd; Watford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A logistics provider in the UK seeks a Customer Operations Coordinator & Market Research Specialist to maintain client relationships and gather market intelligence. This role demands proficiency in MS Office, particularly Excel, and the ability to thrive in a fast-paced environment. Candidates must have relevant operational experience and a valid driving license. Join a dynamic team dedicated to delivering exceptional service and supporting client growth.

Qualifications

• Experience in an operations or logistics role is essential.
• Full, valid driving license and access to own transport.

Responsibilities

• Own the development of Service Level Agreements.
• Plan collections and deliveries between multiple sites.
• Calculate client invoices and quotes promptly.
• Work closely with Sales and Operations for a seamless customer experience.
• Coordinate with third-party partners to deliver solutions.
• Maintain accurate client information in the CRM database.

Skills

Proficient in MS Office, particularly Excel

Excellent interpersonal skills

Self-motivated

Adaptable to change

Strong written and verbal communication skills

Positive, can-do attitude

Job description

PLEASE NOTE EXPERIENCE IN A SIMILAR ROLE IS ESSENTIAL AND APPLICANTS WITH NO RELEVANT EXPERIENCE WILL NOT BE CONSIDERED**

Global Reach Logistics (GRL) is a leading third-party logistics (3PL) provider headquartered in Daventry, Northamptonshire. We specialise in delivering tailored fulfilment, warehousing, and distribution solutions for fast-growing eCommerce and FMCG brands across the UK and Europe. Our strategically located facilities and advanced infrastructure enable us to manage high volumes efficiently while maintaining exceptional service standards.

With over 700,000 sq ft of operating space in the UK, Rotterdam and Poznań, GRL supports cross‑border operations and rapid market expansion for our clients. Our commitment to operational excellence, innovation, and customer service has made us a trusted partner to leading international brands.

Driven by a forward‑thinking approach, GRL continues to invest in technology, sustainability, and people to support the evolving needs of modern commerce. Whether managing complex supply chains or delivering scalable fulfilment solutions, we pride ourselves on being a dependable partner that helps businesses grow.

As the Customer Operations Coordinator & Market Research Specialist, you will play a pivotal role in maintaining excellent communication with our clients, internal operations teams, and trusted third‑party partners, while also gathering valuable market intelligence to support strategic decision‑making.

This is an exciting opportunity to grow with the role and truly make it your own. If you thrive in a fast‑paced environment, enjoy building strong relationships, and can think on your feet, then we want to hear from you.

Responsibilities

• Own the development of Service Level Agreements, supporting the growth and retention of key customers.
• Plan collections and deliveries between multiple sites, ensuring accuracy and efficiency.
• Calculate client invoices and quotes promptly and precisely.
• Work closely with Sales and Operations to deliver a seamless customer experience, managing incoming correspondence to ensure orders and queries are raised and resolved in a timely manner.
• Coordinate with third‑party partners to deliver comprehensive customer solutions, maintaining service standards in line with agreed KPIs and SLAs.
• Keep Account Managers fully informed on progress, proactively monitoring discrepancies between packing lists and delivered stock, and liaising with warehouse teams to investigate and resolve issues.
• Record all container movements and shipping details, keeping internal systems fully up to date, and maintain accurate client information in the CRM database.
• Ensure accurate and timely billing for current, new, and additional services, while managing multiple relationships and enquiries simultaneously to a high standard.
• Handle complex or sensitive situations with professionalism, empathy, and care, quickly building rapport and trust with clients to understand and resolve queries effectively.
• Conduct local offline market research based on requirements from the Global Product Centre, including frequent visits to designated retail stores and supermarkets to collect data.
• Gather insights on product trends, consumer preferences, competitor activity, and relevant local regulations, providing structured reports to support strategic decision‑making.
• Undertake market visits at a high frequency initially, transitioning to quarterly thereafter, ensuring the business stays informed of evolving market dynamics.
• Receive, review, process, and manage all official government correspondence and other important local mail, supporting smooth operations through effective liaison and administrative assistance.
• Consistently deliver exceptional customer service while contributing to the development and execution of operational and market initiatives.

Qualifications

• Proficient in MS Office, particularly Excel
• Excellent interpersonal skills, with the ability to remain calm under pressure
• Self‑motivated with the ability to manage and communicate effectively between stakeholders
• Adaptable to change and a quick learner
• Proven experience in an operations or logistics role is essential
• Strong written and verbal communication skills at all levels
• Positive, can‑do attitude
• Full, valid driving licence and access to own transport