Customer Service Operator

Mayborn Group; Newcastle upon Tyne; On-site; GBP 21,000 - 29,000; Full time

Job summary

Mayborn Group in Newcastle upon Tyne is seeking a Customer Service Operator to join our Global HQ. You will ensure B2B orders are processed accurately and on time, maintaining clear communication with customers and internal teams, with First Contact Resolution front and center.

You will manage daily orders and queries across customers and regions, collaborating with commercial and supply chain colleagues, driving improvements in service and cost efficiency while supporting peak workloads and

Qualifications

• Must build collaborative relationships with external customers and internal stakeholders.
• Strong verbal and written communication.
• Analytical data skills.
• Proficient in Excel, Word, PowerPoint.
• Continuous improvement mindset and adaptability.
• Resilient under pressure and deadline-focused.
• Able to work autonomously and in a team.
• Excellent organisational skills and accountability.
• Capable of meeting deadlines.

Responsibilities

• Process orders with checks on forecast, stock, prices and pallet sizes.
• Manage day-to-day admin including emails, product setup forms, data input and analysis, order amendments, warehouse queries.
• Review customer disciplines and enforce terms, in collaboration with account managers.
• Plan ahead for promotions with stock allocations and order management.
• Lead initiatives to improve service, order fill rate, costs to serve, and growth within accounts.
• Own key processes and drive continuous improvement.
• Ensure reports and updates are delivered on time.
• Support team and wider functions with workload and problem solving.
• Navigate internal systems and external customer portals.
• Coordinate contingency plans if daily cycles cannot be met, engaging Demand/Supply Planning and Logistics.
• Lead and support regular calls with key customers to provide updates.
• Coordinate continuity planning during peak or absence.
• Learn wider team roles such as logistics, export, data analysis over time.
• Attend training to stay updated on products.

Skills

Relationship building

Effective communicator

Data analytics

Microsoft Office

Continuous improvement

Resilience

Autonomous working

Team collaboration

Deadline driven

Job description

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

Location: Newcastle upon Tyne

Contract: Permanent

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