Customer Service Executive

Sofina Foods Europe; Leeds; On-site; GBP 24,000 - 34,000; Full time

Job summary

Sofina Foods Europe in the United Kingdom is seeking a Customer Service Executive to be the day-to-day contact for our retail customers, ensuring orders are managed efficiently and queries are resolved quickly.

You will collaborate with Planning, Logistics, Production and Commercial teams to maintain product availability, improve service levels and forecast performance, while using Excel and SAP to analyse data and drive continuous improvement.

Qualifications

• Experienced in customer service, order management or supply chain roles.
• Confident communicator with strong relationship-building.
• Highly organized with excellent attention to detail.
• Calm, solutions-focused when handling escalations.
• Proficient with Excel (formulas and pivot tables) and data analysis.
• Knowledge of forecasting and stock management is advantageous.
• Experience with SAP or ERP order management is a plus.

Responsibilities

• Act as primary contact for allocated retail customers and build relationships.
• Manage customer orders from receipt to delivery with accuracy.
• Respond to queries and escalations with clear communication.
• Communicate supply shortages and recovery plans to customers and stakeholders.
• Collaborate with Planning, Production, Logistics and Commercial teams.
• Monitor stock availability, shelf-life and customer requirements.
• Prepare customer reports and track service levels and forecasts.
• Support forecasting, allocations, and customer reviews.

Skills

Customer service

Order management

Account management

Supply chain

Communication skills

Excel

SAP / ERP

Forecasting

Data-driven decisions

Tools

SAP

ERP systems

Job description

Be the link between our business and key retail customers

Join our Customer Service team and play a vital role in delivering excellent service to some of our key retail customers.

Role Overview

As a Customer Service Executive, you'll be the day-to-day contact for customer supply chain teams, ensuring orders are managed efficiently, queries are resolved quickly, and customers receive clear communication throughout the supply process. Working closely with Planning, Logistics, Production and Commercial teams, you'll help maintain product availability, improve service performance and ensure customer requirements are consistently met across our frozen, fresh and chilled product ranges.

Key Duties

• Act as the primary contact for allocated retail customers, building strong and professional relationships.
• Manage customer orders from receipt through to delivery, ensuring accuracy and timely processing.
• Respond to customer queries and escalations, providing clear and proactive communication.
• Communicate supply shortages, delivery issues and recovery plans to customers and internal stakeholders.
• Collaborate with Planning, Production, Logistics and Commercial teams to resolve issues and minimise service failures.
• Monitor stock availability, shelf-life and customer requirements to identify potential risks.
• Prepare customer reports and track service levels, KPIs and forecast performance.
• Support forecasting activities, allocation decisions, customer reviews and continuous improvement initiatives.

Ideal Candidate

• Experienced in customer service, order management, account management or a supply chain environment.
• A confident communicator who enjoys building strong working relationships with customers and colleagues.
• Highly organised, with strong attention to detail and the ability to manage multiple priorities.
• Calm and solutions-focused when responding to issues or escalations.
• Comfortable working with data and using insights to support decision making.
• Proficient in Excel, including formulas and pivot tables.
• Familiar with SAP or other ERP/order management systems, although this is not essential.
• Knowledgeable about forecasting, stock management or retail supply chain processes, which would be advantageous.
• Interested in developing your career within a fast-paced FMCG environment.

Why Join Us?

This is an opportunity to play a key role in supporting some of the UK's leading retailers while developing your expertise within a growing international food business. You'll work closely with teams across the business, gain exposure to the end-to-end supply chain and help influence service performance and customer satisfaction.

With a collaborative team environment, opportunities for development and the chance to make a visible impact every day, you'll be well positioned to build a rewarding career with Sofina Foods.

Ready to deliver exceptional customer service and help keep our customers supplied? We'd love to hear from you.

About Sofina

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.

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.

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

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

Sofina Foods is proud to be an equal opportunities employer. We're committed to building a diverse and inclusive workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds and experiences - regardless of age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation