Customer Service Operator

Mayborn; Newcastle upon Tyne; On-site; GBP 25,000 - 32,000; Full time

Job summary

Mayborn in Newcastle upon Tyne is seeking a Customer Service Operator to join our team at the Global HQ. The role focuses on processing B2B orders, responding to queries, and ensuring timely communication with customers and internal colleagues.

You will manage daily order processing, review terms, support continuous improvement, and participate in calls with key customers. French or German language skills are desirable for this role at our UK site.

Qualifications

• Develop and lead collaborative working relationships with customers (external) and with key stakeholders within the business.
• Strong and effective communicator – verbally and in writing.
• Data analytics skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) is essential.
• Developmental mindset, always looking for continuous improvement opportunities.
• Resilient, able to bounce back under pressure.
• Can work autonomously but also within a team.
• Great personal organisational skills and accountability for results.
• Ability to work to deadlines.

Responsibilities

• Order processing, including checks of forecast, stock availability and prices.
• Day to day administration – responding to emails and data input.
• Regular review of customer disciplines and ordering terms with commercial team.
• Sourcing updates on upcoming promotional activity for planning.
• Lead initiatives to drive service improvements and cost efficiency.
• Own key processes with a view to continuous improvement.
• Ensure key reports and updates are circulated on time.
• Support team members with workload and problem solving.
• Navigate internal systems and external customer portals.
• Coordinate with Demand & Supply Planning and Logistics when timelines fail.

Skills

Customer relationships

Effective communicator

Data analytics

MS Office proficiency

Continuous improvement

Resilient

Autonomous

Team player

Time management

Deadline driven

Tools

Microsoft Office

Job description

Customer Service Operator

Location: Newcastle upon Tyne

Contract: Permanent

*We will be holding an Assessment Centre on the 15th October as part of the interview process*

We have an exciting opportunity for a Customer Service Operator to join our brilliant team at our Global HQ in Newcastle upon Tyne!

Our Customer Service Operators have the responsibility of ensuring that all B2B customer orders are maximized and processed on time, whilst providing excellent communication, both internally and externally with ‘First Contact Resolution’ always front of mind.

The role will require daily order & query management, across a range of customers and regions, whilst also collaborating with commercial colleagues and the wider supply chain.

Regular assessment of the order process cycle is critical, ensuring a balance of strong service and cost efficiency.

What you will be doing:

• Order processing, including checks of product forecast, stock availability and prices, along with pallet load size estimation.
• Day to day administration – responding to emails (e.g. product set-up forms, sample requests, data input and analysis, order amendments and warehouse queries).
• Regular review of customer disciplines, ensuring compliancy with agreed ordering terms (order frequency, MOV, MOQ etc), working in conjunction with commercial account managers.
• Be proactive in sourcing updates on upcoming promotional activity to enable effective planning e.g. stock allocations and order management.
• Lead initiatives to drive improvements in how we operate, through service, order fill rate, ways of working, cost to serve and general growth, within your account portfolio.
• Own key processes with a view of continuous improvement.
• Ensure key reports and updates are received and cascaded on-time.
• Support members of the team, and wider functions, with workload, problem solving and initiatives, relating to how we service our customers.
• Understand and navigate various internal systems and external customer portals.
• Where internal daily order cycle timelines cannot be met you will work through alternate plans with all relevant parties e.g. Demand and Supply Planning and Logistics, following up with appropriate action plans to address systemic outages.
• Lead & support regular (internal and external) operational calls for key customers providing ordering updates, along with what’s going well and not so well.
• Co-ordinate customer continuity planning within the team, to support in time of peak and absence.
• Develop your knowledge and scope by learning wider team roles and responsibilities including logistics, export, and data analysis, over time.
• Keep up to date with new and enhanced products, by attending relevant training sessions and information briefings.
• Being a Subject Matter Expert, in an area that supports personal and team development.
• Support all future change requirements to ensure we meet the business needs and objectives.

What skills and experiences you’ll need to ace this job:

• Develop and lead collaborative working relationships with customers (external) and with key stakeholders within the business
• Strong & effective communicator – verbally and in writing
• Data analytics skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) is essential.
• Developmental mindset, always looking for continuous improvement opportunities, welcoming and embracing change.
• Resilient, must be able to bounce back when challenged or under pressure.
• Can work autonomously but also works well within a team.
• Great personal organisational skills, holds oneself accountable for results.
• Ability to work to deadlines.

Desirable Skills/Experience:

• Any previous Customer Services experience in FMCG.
• Logistics & Export management experience.
• Previous project management attributes.
• Understanding of warehousing processes
• French or German language skills