Key Retail Customer Service Lead

Talosats Careers; Leeds; On-site; GBP 26,000 - 36,000; Full time

Job summary

Sofina Foods is seeking a Customer Service Executive to connect our business with key UK retail customers. You will be the daily contact for customer supply chain teams, ensuring orders are managed efficiently and queries resolved quickly.

You will work closely with Planning, Logistics, Production and Commercial teams to maintain product availability and improve service performance across frozen, fresh and chilled ranges. A proactive, data-driven approach is essential.

Qualifications

• Experience 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.

Responsibilities

• 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.

Job description

Sofina Foods is seeking a Customer Service Executive to connect our business with key UK retail customers. You will be the daily contact for customer supply chain teams, ensuring orders are managed efficiently and queries resolved quickly.

You will work closely with Planning, Logistics, Production and Commercial teams to maintain product availability and improve service performance across frozen, fresh and chilled ranges. A proactive, data-driven approach is essential.