Customer Supply Coordinator

Vitabiotics Ltd; London; On-site; GBP 35,000; Full time

Job summary

Vitabiotics Ltd is seeking a Customer Supply Coordinator in North West London. This role involves managing customer supply chain functions to ensure timely order fulfillment while fostering collaboration across multiple teams. The ideal candidate will possess strong knowledge of supply chain principles and excellent customer service skills, enhancing product availability and customer satisfaction.

Benefits

Competitive annual leave package

Bupa dental cover

Private medical insurance

50% staff discount on Vitabiotics products

Health and wellbeing programme

Pension contributions

Sick pay support

Free onsite parking

Qualifications

• Understanding of order-to-cash processes and supply chain principles.
• Excellent communication skills for professional customer interaction.
• Ability to handle customer complaints effectively.

Responsibilities

• Coordinate customer service and supply plans balancing costs.
• Build partnerships with national and global retailers.
• Drive performance against KPIs for supply chain effectiveness.

Skills

Customer service orientation

Supply chain management

Collaboration

Education

Experience in order management

Tools

ERP systems (SAP, Oracle, NetSuite)

Job description

Job title: Customer Supply Coordinator

Location: North West London, NW2 7HF

Salary: £35,000 per annum

Hours: Monday - Friday 9:00am - 6:00pm + 1 hour lunch break

Our business...

At Vitabiotics, you'll find a diverse bunch of talented folk who come from a wide range of backgrounds and possess an extensive array of experience. What brings us all together is a culture that thrives on innovation, mutual respect, team work and a sense of commitment. Vitabiotics is truly a great place to work!

Vitabiotics has pioneered advances in nutritional healthcare products for over 50 years and the range includes many of Britain's leading supplement brands such as Perfectil, Pregnacare, Wellman, Wellwoman and Menopace.

As the UK's No.1 vitamin company, exporting to more than 100 countries, Vitabiotics is widely acknowledged as leaders in innovation and in 2018 became the first vitamin company to twice receive the Queen's Award for Innovation, awarded for its ground breaking clinical research.

As part of our commitment to innovation and development, we are looking for a Customer Supply Coordinator to join our forward-thinking team. You will be responsible for supporting the supply chain and ensuring that our customers receive their orders on time and in full.

The purpose of the role is to oversee the fulfilment process for a set of customers or SKUs from sales order processing through to invoicing and returns, lead collaboration with strategic customer supply teams and provide insights and support to the commercial, planning and logistics teams.

The position drives cross-functional collaboration with commercial, planning, logistics, and customer teams to ensure seamless product availability, high service levels, and proactive risk mitigation. By leveraging data, technology, and customer insights, the Customer Supply Coordinator enables profitable growth, improved supply chain agility, and enhanced end-to-end customer experience.

Responsibilities Will Include...

Build Partnerships with Customers: Build collaborative relationships with a set of customers (e.g. national & global retailers, distributors), driving supply chain performance to support joint business plan initiatives and targets.

Drive Customer Service: Coordinate and execute customer service and supply plans that balance operational cost and service, working with supply chain commercial teams; communicate and resolve customer service issues to minimise customer impact; analyse EPOS data for opportunities to improve service and cost; provide insights gained to demand and supply planning teams.

Supply Chain Administration: Partner with commercial teams and customer supply chain teams to support current and future data requirements and product administration e.g. promotional forms, new line forms, customer pricing. Ensure system master data is accurate and complete.

Operational Excellence: Implement improvements for customers in systems and process activities, including sales order processing, stock allocation, invoicing, claims processing, returns etc.

Performance Management: Drive customer performance against KPIs such as OTIF, case fill rate, cost-to-serve, forecast accuracy, on-shelf availability; ensure root cause resolution of service issues and communication with key stakeholders.

Requirements

Essential

• Supply chain & order fulfilment; understanding of order-to-cash processes; ability to manage order accuracy, allocations, and timely fulfilment
• Knowledge of inventory flows and basic supply chain principles
• Customer service orientation through excellent communication skills—clear, professional, and responsive; ability to handle customer complaints and resolve issues promptly. Strong focus on customer satisfaction and relationship management
• Works well with cross-functional teams (Sales, Finance, Logistics); shares information openly and collaborates to solve supply chain issues
• A learning mindset. comfortable with changing priorities, systems, or business processes; open to feedback and focused on continuous improvement
  
  

Desirable

• Order management - end-to-end experience in processing and managing customer orders, including order entry, tracking, amendments, and returns
• ERP system usage - hands-on experience with SAP, Oracle, NetSuite, or similar ERP systems for order processing, inventory checks, and invoicing
• Customer-facing supply chain support - direct interaction with retailers, distributors, or key accounts to resolve supply issues, provide updates, and manage expectations
• Inventory and stock management - understanding of stock availability, allocations, backorders, and inventory reconciliation
• Logistics coordination - working with 3PLs or logistics providers to ensure on-time delivery, manage shipments, and solve transportation issues
• Collaboration with cross-functional teams - experience working with Sales, Planning, Finance, and Warehouse teams to ensure smooth order fulfilment
• Service level reporting & KPIs - monitoring and reporting on OTIF (On Time In Full), fill rates, and other customer service metrics
• Continuous improvement - participation in supply chain optimisation, process improvements, or system upgrade initiatives
• FMCG or Consumer Goods Sector (Preferred) - understanding the dynamics of fast-moving products, promotional peaks, and short customer lead times
• Export / international order management - handling cross-border orders, customs documentation, and Incoterms
  
  

Benefits

• Competitive annual leave package (24 days plus bank holidays - increases to 27 days after 5 years' service)
• Bupa dental cover
• Private medical insurance.
• 50% staff discount on all Vitabiotics products
• Staff skills training
• Health and wellbeing programme
• Pension contributions
• Sick pay support
• Free onsite parking
• Enhanced maternity or paternity leave
• Company events
• Fresh fruit and snacks
• 2 Charity days a year
• Free EV charging station.