Order Fulfilment Customer Support

Job Title: Order fulfilment/ B2B Customer Support

Department: B2B Customer Services, UK Operations

Reporting To: Customer Services Team Leader / Team Manager

Location: Marlow (Office-based)- Hybrid after 3 months.

Hours - Monday - Friday - 9am-5pm

Role Overview

As a Order fulfilment/ B2B Customer Support, you will be responsible for managing customer accounts, processing complex orders, and working cross-functionally to ensure seamless operations and timely issue resolution.

This role is ideal for someone who is passionate about delivering exceptional customer service, thrives on problem-solving, and is committed to driving service excellence.

Benefits

Salary: £30,000 per annum

Pension Contributions: 5% employer contribution with a 4% employee contribution

Benefits Hub: Access to a wide range of employee benefits

Private Medical & Dental Insurance: Single cover provided

Holiday Allowance: 25 days annual leave plus bank holidays (pro-rated based on start date)

Life Assurance: 4x annual salary

Employee Discounts: Access to Friends & Family webshop

Gym Allowance: Up to £300 per year (claim-based)

Eye Care Support: Contributions towards eye tests for DSE use

Employee Assistance Programme: 24/7 confidential helpline

Onsite Perks: Free refreshments, weekly fruit baskets, wellbeing room, and free parkingKey Responsibilities

Serve as a primary point of contact for customer queries and support requests

Keep customers informed throughout the order lifecycle, ensuring a high level of satisfaction and trust

Collaborate with Sales, Supply Chain, and Finance teams to deliver seamless service

Maintain accurate records of customer interactions, enquiries, and resolutions

Manage customer accounts in line with internal SOPs and vendor compliance requirements

Process complex customer orders using ERP systems and coordinate with logistics for timely fulfilment

Manage and resolve customer claims, escalating where necessary

Identify root causes of issues and partner with relevant teams to implement effective solutions

Monitor service performance metrics and customer feedback

Produce reports and contribute recommendations for continuous improvement

Identify and support process improvement initiatives

Undertake additional responsibilities as required by the Line ManagerSkills & Experience Required

Minimum of 2 years' experience in a customer service role, ideally within FMCG and B2B environments

Experience with sales order processing (FOB knowledge advantageous)

Strong passion for customer service and problem resolution

Excellent communication skills with a collaborative, team-oriented approach

High attention to detail and strong organisational ability

Experience with Salesforce, SAP, and Microsoft Office (preferred)

Proactive mindset with a willingness to learn and continuously improve

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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