At a Glance
- Tasks: Manage customer accounts and process complex orders while ensuring top-notch service.
- Company: Join a dynamic team in a leading B2B customer services environment.
- Benefits: Enjoy a competitive salary, generous holiday allowance, and health benefits.
- Other info: Hybrid work after 3 months with great perks and career growth opportunities.
- Why this job: Be the hero of customer satisfaction and solve real problems every day.
- Qualifications: 2+ years in customer service, ideally in FMCG or B2B settings.
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 parking
Key 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 Manager
Skills & 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
Apply now for an ASAP start.
Order Fulfilment/ B2B Customer Support in Marlow employer: Adecco
At our Marlow office, we pride ourselves on being an exceptional employer that values employee well-being and professional growth. With a supportive work culture, comprehensive benefits including private medical insurance and a generous holiday allowance, we empower our team to thrive in their roles while enjoying a healthy work-life balance. Join us to be part of a collaborative environment where your contributions are recognised and rewarded, and where you can develop your skills in a dynamic B2B customer support setting.
StudySmarter Expert Advice🤫
We think this is how you could land Order Fulfilment/ B2B Customer Support in Marlow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to order fulfilment and customer support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled challenges in previous roles, especially in customer service. This will demonstrate your fit for the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Order Fulfilment/ B2B Customer Support in Marlow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Order Fulfilment/B2B Customer Support role. Highlight your relevant experience in customer service and any specific skills that match the job description, like your knowledge of ERP systems or your passion for problem-solving.
Showcase Your Communication Skills:Since this role involves a lot of interaction with customers and cross-functional teams, it’s crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and maybe even share an example of how you’ve effectively resolved a customer issue in the past.
Highlight Your Attention to Detail:Attention to detail is key in this position, especially when processing complex orders. In your application, mention specific instances where your meticulous nature has led to successful outcomes, whether that’s in managing customer accounts or ensuring compliance with internal SOPs.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s a straightforward process, and you’ll be able to showcase your enthusiasm for joining our team right from the start!
How to prepare for a job interview at Adecco
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and required skills, especially around customer service and order fulfilment. This will help you tailor your answers to show how your experience aligns perfectly with what they’re looking for.
✨Showcase Your Problem-Solving Skills
Since this role involves managing complex orders and resolving customer issues, prepare specific examples from your past experiences where you successfully solved problems. Use the STAR method (Situation, Task, Action, Result) to structure your responses and demonstrate your proactive mindset.
✨Communicate Clearly and Confidently
Excellent communication is key in customer support roles. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend or family member to get comfortable discussing your experiences and answering potential questions.
✨Ask Insightful Questions
At the end of the interview, you’ll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, company culture, or specific challenges the B2B Customer Support team faces. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
