Senior B2B Customer Service Lead (FMCG) – Hybrid Peterborough

Hain Daniels; Peterborough; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

The Hain Celestial Group, Inc. is seeking a Senior Customer Service Administrator in Peterborough to manage daily B2B orders and lead a small team. You’ll coordinate activities across Planning, Logistics, Commercial and Finance to ensure on-time delivery and high service levels.

You will act as a key contact for enquiries, resolve issues, and drive improvements in processes and customer experience in a fast-paced FMCG environment.

Qualifications

• Experience in customer service, sales order processing, or customer administration in a B2B setting.
• Proven ability to support colleagues, coordinate workloads or act as a senior point of contact.
• Strong organisational skills and attention to detail.
• Excellent communication and relationship-building skills.
• Proactive, solutions-focused approach.
• Proficient Excel skills to analyse data and produce reports.
• Experience using ERP or order management systems such as SAP or M3.
• Solid understanding of how Customer Service interacts with Planning, Logistics, Commercial and Finance.

Responsibilities

• Manage customer orders from receipt through to delivery.
• Build strong relationships with B2B customers and understand their requirements.
• Monitor stock availability, delivery commitments and outstanding orders.
• Proactively communicate shortages, delays and recovery plans.
• Resolve customer queries, complaints and delivery discrepancies.
• Collaborate with Commercial and Finance to resolve pricing and account issues.
• Coordinate daily customer service activities and workloads.
• Prioritise tasks and ensure appropriate cover across the team.
• Act as the first point of escalation for operational issues.
• Support onboarding and training of new team members.
• Assist with planning holiday cover and identifying resource gaps.
• Lead daily operational catch-ups as needed.
• Monitor service performance, order accuracy and response times.
• Work with Planning, Logistics and warehouse partners to resolve issues.
• Support root cause investigations and corrective actions.
• Prepare customer service reports and identify trends.
• Drive process improvements to enhance the customer experience.
• Support system changes, testing and continuous improvement initiatives.

Skills

Customer service

Account management

ERP / order management

Excel reporting

Stakeholder liaison

Tools

SAP

M3

Job description

The Hain Celestial Group, Inc. is seeking a Senior Customer Service Administrator in Peterborough to manage daily B2B orders and lead a small team. You’ll coordinate activities across Planning, Logistics, Commercial and Finance to ensure on-time delivery and high service levels.

You will act as a key contact for enquiries, resolve issues, and drive improvements in processes and customer experience in a fast-paced FMCG environment.