Customer Service Executive

Sofina Foods Europe; Harrogate; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive Salary

Competitive Contributory Pension

Online Benefits Hub

Life assurance scheme

Job summary

Sofina Foods is hiring a Customer Service Executive in North Yorkshire to deliver high-quality service to key retail customers. You will own order processing end-to-end, respond to queries, and collaborate with Planning, Production and Logistics to keep shelves stocked with frozen, fresh and chilled products.

The role emphasizes strong communication, meticulous organization, and data-driven problem-solving to optimise service levels and forecast accuracy.

Qualifications

• Strong customer service and communication skills, with confidence dealing with customers and internal stakeholders.
• Highly organized with excellent attention to detail and the ability to manage competing priorities.
• Calm, proactive, and solutions-focused when handling issues or escalations.
• Good analytical and problem-solving skills with confidence working with data.
• Previous experience in customer service, order management, account management, or supply chain.
• Experience within retail, FMCG, or food manufacturing would be advantageous.
• Good Excel skills, including formulas and pivot tables.
• SAP or ERP/order management system experience would be beneficial.
• Understanding of forecasting, stock availability, shelf-life, or VMI processes would be advantageous.

Responsibilities

• Act as the main day-to-day contact for specific retail customers, building strong professional relationships.
• Manage customer orders from receipt through to delivery, ensuring accuracy and timely processing.
• Respond to customer queries, requests, and escalations, providing clear and timely updates.
• Communicate supply shortages, delivery issues, and recovery plans to customers and internal teams.
• Work closely with Planning, Production, Logistics, and Commercial teams to resolve issues and minimise service failures.
• Monitor stock availability, shelf-life, and customer requirements, identifying potential supply issues.
• Prepare customer reports and monitor service levels, KPIs, forecast accuracy, and short-term outlooks.
• Support forecasting, allocation decisions, customer meetings, and continuous improvement activities.

Skills

Customer service

Order management

Communication

Attention to detail

Organization

Problem solving

Tools

Excel

SAP

ERP/Order management system

Job description

Summary

Provide excellent customer service to key retail customers, managing orders, resolving queries, and working closely with internal teams to ensure customer requirements are met and product availability is maintained across frozen, fresh and chilled products.

The Role

The Customer Service Executive will provide a high level of service to specific retail customers, acting as a key day-to-day point of contact for retailer supply chain teams and internal stakeholders.

Your Key Responsibilities

• Act as the main day-to-day contact for specific retail customers, building strong professional relationships
• Manage customer orders from receipt through to delivery, ensuring accuracy and timely processing
• Respond to customer queries, requests, and escalations, providing clear and timely updates
• Communicate supply shortages, delivery issues, and recovery plans to customers and internal teams
• Work closely with Planning, Production, Logistics, and Commercial teams to resolve issues and minimise service failures
• Monitor stock availability, shelf-life, and customer requirements, identifying potential supply issues
• Prepare customer reports and monitor service levels, KPIs, forecast accuracy, and short-term outlooks
• Support forecasting, allocation decisions, customer meetings, and continuous improvement activities

The Ideal Candidate

• Strong customer service and communication skills, with confidence dealing with customers and internal stakeholders
• Highly organized with excellent attention to detail and the ability to manage competing priorities
• Calm, proactive, and solutions-focused when handling issues or escalations
• Good analytical and problem-solving skills with confidence working with data
• Previous experience in customer service, order management, account management, or supply chain
• Experience within retail, FMCG, or food manufacturing would be advantageous
• Good Excel skills, including formulas and pivot tables
• SAP or ERP/order management system experience would be beneficial
• Understanding of forecasting, stock availability, shelf-life, or VMI processes would be advantageous

Why Sofina Foods?

• Competitive Salary
• Competitive Contributory Pension
• Online Benefits Hub
• Life assurance scheme

Company Information

Sofina Foods is more than just a food company. It’s a place where you can grow your career, learn new skills, and make a positive impact on the world.

With a wide range of meat and seafood products that delight consumers worldwide, Sofina Foods is always looking for talented and passionate people to join its team of over 13,000 employees across 40 sites in Canada and Europe, including Young’s Seafood and Karro Food Group.

At Sofina Foods, you will be part of a culture that values innovation, quality, sustainability, and customer satisfaction. You will also have the opportunity to work with diverse and delicious products that are sourced responsibly and sustainably from over 50 different protein sources from 5 continents.

Sofina Foods has a 25 year history of excellence in the food industry and provides over 500 million meals for the global market every year.

Our vision is to be the most successful food company in the world If you are looking for a rewarding and exciting career in the food sector, Sofina Foods is the place for you.

Equal Opportunities

As an equal opportunities’ employer, Sofina Foods is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. Whilst we still have more work to do, we aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our organisation.

Schedule

Day Shift

Location

North Yorkshire

Hours of Work

Full-time

Company

Sofina Foods

Country Code

GB