Retail Customer Service Executive: Order & Supply Chain Lead

Sofina Foods Europe; Harrogate; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive Salary

Competitive Contributory Pension

Online Benefits Hub

Life assurance scheme

Job summary

Sofina Foods is hiring a Customer Service Executive in North Yorkshire to deliver high-quality service to key retail customers. You will own order processing end-to-end, respond to queries, and collaborate with Planning, Production and Logistics to keep shelves stocked with frozen, fresh and chilled products.

The role emphasizes strong communication, meticulous organization, and data-driven problem-solving to optimise service levels and forecast accuracy.

Qualifications

• Strong customer service and communication skills, with confidence dealing with customers and internal stakeholders.
• Highly organized with excellent attention to detail and the ability to manage competing priorities.
• Calm, proactive, and solutions-focused when handling issues or escalations.
• Good analytical and problem-solving skills with confidence working with data.
• Previous experience in customer service, order management, account management, or supply chain.
• Experience within retail, FMCG, or food manufacturing would be advantageous.
• Good Excel skills, including formulas and pivot tables.
• SAP or ERP/order management system experience would be beneficial.
• Understanding of forecasting, stock availability, shelf-life, or VMI processes would be advantageous.

Responsibilities

• Act as the main day-to-day contact for specific retail customers, building strong professional relationships.
• Manage customer orders from receipt through to delivery, ensuring accuracy and timely processing.
• Respond to customer queries, requests, and escalations, providing clear and timely updates.
• Communicate supply shortages, delivery issues, and recovery plans to customers and internal teams.
• Work closely with Planning, Production, Logistics, and Commercial teams to resolve issues and minimise service failures.
• Monitor stock availability, shelf-life, and customer requirements, identifying potential supply issues.
• Prepare customer reports and monitor service levels, KPIs, forecast accuracy, and short-term outlooks.
• Support forecasting, allocation decisions, customer meetings, and continuous improvement activities.

Skills

Customer service

Order management

Communication

Attention to detail

Organization

Problem solving

Tools

Excel

SAP

ERP/Order management system

Job description

Sofina Foods is hiring a Customer Service Executive in North Yorkshire to deliver high-quality service to key retail customers. You will own order processing end-to-end, respond to queries, and collaborate with Planning, Production and Logistics to keep shelves stocked with frozen, fresh and chilled products.

The role emphasizes strong communication, meticulous organization, and data-driven problem-solving to optimise service levels and forecast accuracy.