Retail Customer Success & Order Management Specialist

Sofina Foods Europe; Leeds; On-site; GBP 24,000 - 34,000; Full time

Job summary

Sofina Foods Europe in the United Kingdom is seeking a Customer Service Executive to be the day-to-day contact for our retail customers, ensuring orders are managed efficiently and queries are resolved quickly.

You will collaborate with Planning, Logistics, Production and Commercial teams to maintain product availability, improve service levels and forecast performance, while using Excel and SAP to analyse data and drive continuous improvement.

Qualifications

• Experienced in customer service, order management or supply chain roles.
• Confident communicator with strong relationship-building.
• Highly organized with excellent attention to detail.
• Calm, solutions-focused when handling escalations.
• Proficient with Excel (formulas and pivot tables) and data analysis.
• Knowledge of forecasting and stock management is advantageous.
• Experience with SAP or ERP order management is a plus.

Responsibilities

• Act as primary contact for allocated retail customers and build relationships.
• Manage customer orders from receipt to delivery with accuracy.
• Respond to queries and escalations with clear communication.
• Communicate supply shortages and recovery plans to customers and stakeholders.
• Collaborate with Planning, Production, Logistics and Commercial teams.
• Monitor stock availability, shelf-life and customer requirements.
• Prepare customer reports and track service levels and forecasts.
• Support forecasting, allocations, and customer reviews.

Skills

Customer service

Order management

Account management

Supply chain

Communication skills

Excel

SAP / ERP

Forecasting

Data-driven decisions

Tools

SAP

ERP systems

Job description

Sofina Foods Europe in the United Kingdom is seeking a Customer Service Executive to be the day-to-day contact for our retail customers, ensuring orders are managed efficiently and queries are resolved quickly.

You will collaborate with Planning, Logistics, Production and Commercial teams to maintain product availability, improve service levels and forecast performance, while using Excel and SAP to analyse data and drive continuous improvement.