Senior Customer Service Administrator

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

Advert:

Location: Peterborough (Hybrid)
Department: Customer Service / Supply Chain

Join Hain Celestial

At Hain Celestial, we're proud to be the business behind many of the UK's most loved food brands, including Ella's Kitchen, Hartley's, Linda McCartney's, Yorkshire Provender, Cully & Sully, Robertson's and many more. We supply major retailers, foodservice partners, wholesalers and distributors across the UK, and great customer service is at the heart of everything we do.

We're looking for a Senior Customer Service Administrator to join our Customer Service team in Peterborough. This role combines hands‑on customer account management with day-to-day team coordination, making it ideal for someone who has strong customer service experience and is ready to take on more responsibility and leadership within a fast‑paced FMCG environment.

The Role

As our Senior Customer Service Administrator, you'll be responsible for managing the day‑to‑day service requirements of our B2B customers while helping coordinate the activities of the wider customer service team. You'll act as a key point of contact for customer enquiries, order management, service issues and escalations, ensuring outstanding service levels are maintained at all times.

Working closely with Planning, Logistics, Commercial and Finance teams, you'll help ensure customer orders are delivered accurately, issues are resolved quickly, and processes continue to improve.

Key Responsibilities

Customer Service & Account Management

• Manage customer orders from receipt through to delivery.
• Build strong relationships with B2B customers and understand their individual requirements.
• Monitor stock availability, delivery commitments and outstanding orders.
• Proactively communicate shortages, delays and recovery plans.
• Resolve customer queries, complaints and delivery discrepancies.
• Work closely with Commercial and Finance teams to resolve pricing and account issues.

Team Coordination & Support

• 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 where required.

Service Performance & Continuous Improvement

• Monitor service performance, order accuracy and customer response times.
• Work with Planning, Logistics and warehouse partners to resolve service issues.
• Support root cause investigations and corrective actions.
• Prepare customer service reports and identify trends.
• Drive improvements that simplify processes and enhance the customer experience.
• Support system changes, testing and continuous improvement initiatives.

What We're Looking For

Essential

• Previous experience in customer service, sales order processing, customer supply chain, or customer administration within a B2B environment.
• Experience supporting colleagues, coordinating workloads or acting as a senior point of contact.
• Excellent organisational skills and attention to detail.
• Strong communication and relationship‑building skills.
• A proactive, solutions‑focused approach.
• Good Excel skills with the ability to analyse data and produce reports.
• Experience using ERP or order management systems such as SAP or M3.
• A good understanding of how Customer Service works with Planning, Logistics, Commercial and Finance functions.

Desirable

• Experience within FMCG, food manufacturing, wholesale, distribution or supply chain environments.
• Experience working with third‑party logistics providers.
• Exposure to EDI orders and customer portals.
• Experience training colleagues and improving team processes.

Why Join Hain Celestial?

• Work with some of the UK's best‑known and most loved food brands.
• Be part of a collaborative and supportive supply chain team.
• Develop your leadership and customer service skills.
• Play a key role in delivering best‑in‑class service to customers.
• Gain exposure across Planning, Logistics, Commercial and Finance functions.
• Join a business committed to continuous improvement and employee development.