Customer Service Executive

Sofina Foods; Harrogate; On-site; GBP 26,000 - 38,000; Full time

Job summary

Sofina Foods is seeking a Customer Service Executive in Harrogate to act as the primary day-to-day contact for retail customers. You will manage orders, resolve queries, and provide clear updates while coordinating with Planning, Logistics, Production, and Commercial teams to meet customer requirements across frozen, fresh and chilled products.

The role involves supporting short-term forecasting, identifying supply issues, and improving product availability and service performance, with strong

Qualifications

• Experience in customer service, order management, account management, or supply chain.
• Experience with forecasting and stock management is a plus.
• Experience within FMCG or food manufacturing is advantageous.

Responsibilities

• Act as the main day-to-day contact for specific retail customers.
• Manage customer orders from receipt through to delivery and ensure accuracy.
• Respond to customer queries and escalations with clear updates.
• Communicate supply shortages and recovery plans to customers and internal teams.
• Collaborate with Planning, Production, Logistics, and Commercial teams to resolve issues.
• Monitor stock availability, shelf-life and customer requirements.
• Prepare customer reports and monitor service levels and forecast accuracy.
• Support forecasting and allocation decisions and customer meetings.

Skills

Customer service

Communication

Excel

Forecasting

Data analysis

Attention to detail

Time management

Relationship building

Tools

SAP / ERP systems

Job description

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. You will manage customer orders, resolve queries and issues, communicate supply challenges, and ensure customers receive clear and timely updates. Working closely with Planning, Logistics, Production, and Commercial teams, you will help ensure customer requirements are understood and delivered effectively across frozen, fresh and chilled products. You will also use customer and sales information to support short-term forecasting, identify potential supply issues, and help improve product availability and service performance.

• 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, 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.
  Strong customer service and communication skills, with confidence dealing with customers and internal stakeholders


• Highly organised 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
  Sofina Foods, 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 worldIf you are looking for a rewarding and exciting career in the food sector, Sofina Foods is the place for you., 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.