Customer Service and Logistics Coordinator

Nichols PLC; Newton-le-Willows; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Annual Bonus

Save as you Earn Share Scheme

Private medical cover

Enhanced Primary Carers leave and sick

Holiday home stay

Your birthday off work

Free on site parking

Volunteer day (1 day per year)

Job summary

Nichols PLC is seeking a Customer Service and Logistics Co-ordinator to deliver consistent and positive engagement with customers, handling orders, stock allocation, returns and queries to ensure on-time and in-full delivery of products.

You'll work with Commercial teams and a 3PL partner to optimise costs, CO2, and service levels, while collaborating with supply and demand planners to prioritise customers as needed. Hybrid work with three office days per week.

Qualifications

• Excellent interpersonal and communication skills.
• Proactive problem-solving and root cause analysis.
• Strong organizational skills and multitasking in a fast-paced environment.
• Ability to manage multiple priorities and coordinate with departments.
• Advanced Excel skills for data manipulation and analysis.

Responsibilities

• Proactively monitor order, delivery and service performance, identifying risks early and taking action before customer impact occurs.
• Ensure orders are keyed accurately and on time.
• Manage stock allocation for orders by warehouse to maximize availability for customers.
• Release orders to ensure lead times are met and any issues are managed.
• Ensure non-conforming deliveries are resolved and stock returned to warehouse.
• Keep customers informed of changes, escalate, own and resolve issues.
• Collaborate with internal teams and external partners to manage issues.
• Handle customer queries and complaints to ensure timely resolutions.
• Generate reports and KPIs to monitor performance and drive issue resolution.
• Own daily performance with our 3PL, identify root causes and implement corrective actions for failed deliveries.

Skills

Interpersonal skills

Communication skills

Excel skills

Organizational skills

Problem solving

Tools

Excel

Job description

We're Nichols - the home of Vimto, and there is no other business quite like ours!

We have been making life taste better since 1908. Every day here is bursting with flavour – from the loved brands we’re proud to share with the world, to the energy, ambition and innovative ideas that fizz through our teams.

As well as our refreshingly different Vimto taste, our varied brand portfolio spans the still, carbonated, post-mix and frozen drinks categories – so you will find us in your local supermarket, pub and leisure outlet. We also work with the UK’s leading food manufacturers to provide a truly unique range of products that everyone loves.

At the heart of everything is our rich family heritage, an unrelenting ambition to keep innovating, and a true pride in who we are. This is a place where you can be yourself, speak up, and get stuck in. We celebrate the wins, cheer each other on and keep things fizzing with positivity. From leaders who listen to teammates who’ve always got your back, its work that feels as good as it tastes!

We take a refreshingly agile approach to how we work, combining the energy of being together in the office with the flexibility of working from home. You’ll be office-based three days a week, with core hours designed to help you balance work and home life.

Nichols is where serious fun meets real opportunities – and where work tastes better.

ABOUT THE OPPORTUNITY:

We are looking for a Customer Service and Logistics Co-ordinator to deliver consistent and positive engagement with customers, providing a personal and memorable experience with every interaction.

The role includes processing customer orders and managing related activities such as stock allocation, returns, credit/debit creation and customer complaints or queries to ensure On-time In-full delivery of products.

You will be working with Commercial colleagues and customers to identify opportunities reduce costs and CO2 whilst maintaining service and working closely with our Third Party Logistics (3PL) partner to ensure all deliveries are received and transport is planned to deliver on time and in full, maintaining exceptional service standards in line with SLAs.

You will also work closely with our supply and demand planners to foresee any immediate or future issues to availability so we can promptly make decisions should we have to prioritise customers with our commercial teams.

THE ROLE WILL INCLUDE:

• Proactively monitor order, delivery and service performance , identifying risks early and taking action before customer impact occurs.
• Ensuring orders are keyed accurately and on time
• Managing stock allocation for orders by warehouse to ensure availability is maximised for customers
• Releasing of orders to ensure lead time is met and any issues are managed
• Ensure any non-conforming deliveries are managed to ensure stock is returned to warehouse
• Keeping customers informed of any changes, escalating, owning and resolving issues
• Collaborating with our internal teams and external partners as required to ensure any issues are managed
• Managing customer queries and complaints to ensure issues are being resolved in a timely manner
• Generating reports and KPIs to ensure performance is managed and owning resolution of any issues
• Own daily performance with our 3PL, Identifying root cause and implementing corrective and preventative actions for failed deliveries

ABOUT YOU

To make a splash in this role you will bring.

• Strong Interpersonal and communication skills with the ability to build relationships quickly and effectively across all levels and influence key stakeholders
• Proactive problem-solving and root cause analysis skills
• Effective organisational skills and ability to multi-task in a fast-paced environment
• Strong ability to manage multiple priorities and coordinating issue management with other departments
• Excellent proficiency in Microsoft Excel for data manipulation, cleansing, structuring, analysis, and report generation
• Ability to generate actionable insights from large datasets to identify trends, issues and recommend improvement action
• Strong communications skills - Acting as key communication links between customers , commercial teams and the 3PL Partners ensuring clear and timely updates daily regarding our service levels.
• Ability to use operational data and service performance trends to identify improvement opportunities and recommend process enhancements across customer services and logistics operation.

BENEFITS OF WORKING WITH US:

No matter where you work in our business you will be entitled to a range of amazing benefits, here is a snapshot of what we can offer you:

• 25 days holiday (with opportunity to buy extra every year)
• Annual Bonus
• Save as you Earn Share Scheme
• Option to join our private medical cover scheme
• Enhanced Primary Carers leave and sick pay

AND LET’S NOT FORGET THE PERKS

We are also proud to offer:

• Holiday home stay
• Your birthday off work
• Free on site parking
• 1 day a year off work to volunteer in the community (you choose when and where)
• Help yourself to our drinks when at one of our sites
• Staff shop with discounts on our products

We are committed to building an inclusive workplace where everyone feels valued and supported. We believe diverse teams perform at their best, and we welcome people with different backgrounds, life experiences, perspectives and ways of thinking.

Our standard recruitment process for short-listed candidates typically includes an initial call with our Talent Advisor, followed by a first stage interview via Microsoft Teams and second stage interviews face to face. If you require any reasonable adjustments to be made during the recruitment process please feel free to contact us.

Any job offer is subject to an individual’s Right to Work in the UK.

Unfortunately, we are unable to sponsor visas.