Order Management & Logistics Support Specialist in Eastbourne

Location: Brighton, BN1 4GB, UK

Job Type: Full-time contract, 12 Months

Work Model: Onsite

Order management is the process of order capturing, tracking, and fulfilling customer orders. The Customer Order Management & Logistics Support Specialist monitors sales orders within our SAP R/3 system, confirming accurate delivery details and ensuring product availability before shipment to avoid complaints and issues. They interact frequently with Sales, Demand Management, European Supply Chain Services and Logistics, and the customer supply teams to fulfill business requirements, resolve issues, and anticipate potential problems with corrective action. Acting as the main point of contact for customers and internal stakeholders across Western Europe or the UK, they must possess excellent organisational and communication skills, especially in handling inquiries and resolving delivery discrepancies.

Responsibilities:

• Be accountable for the execution of the complete order process from sales order creation to delivery, including receiving orders in various formats, checking product codes and stock availability in SAP R/3, allocating products, scheduling deliveries, and providing solutions throughout the end‑to‑end process.
• Identify and consolidate customer orders to build full truck loads where applicable.
• Maintain direct written and verbal contact with customers and partners, developing relationships, providing excellent customer service to increase satisfaction, and minimizing complaints.
• Support cost‑transformation initiatives by analysing non‑conformance incidents and reviewing shortage logs.
• Support supply‑chain teams in achieving sustainability targets by ensuring minimum order quantities are met, reducing transport costs, and meeting KPI requirements.
• Handle tight deadlines in a fast‑paced environment and prioritise daily tasks based on current business needs.
• Manage customer logistics claims via the Dispute Case Management tool, investigate complaints, create credit/debit notes and returns, attach required approvals, liaise with stakeholders, and ensure compliance with SOX controls.
• Participate actively in regular teleconferences and meetings with stakeholders, addressing customer requirements and communicating challenges proactively.
• Proactively manage the customer portfolio, updating internal documentation related to customer data.
• Share daily tasks with team members, join operations calls, identify incomplete documents, and create material determinations.
• Identify continuous improvement opportunities, cost savings, and gaps in current processes, proposing optimized ways of working to enhance customer satisfaction and team efficiency.
• Understand and fulfil internal policy and control framework regulations, providing analysis as requested by Internal Control or Quality Assurance.
• Participate in projects beyond regular duties, offering expertise, collecting data, and driving process analysis and improvement implementation.
• Provide training to team members on daily tasks as needed.

Qualifications required:

• 1–2 years of customer‑facing experience in Order Management/Customer Service within the FMCG sector, Order‑to‑Cash, or Supply Chain roles.
• Proficient in all Microsoft Office tools.
• Experience with SAP is ideal.
• Excellent time‑management skills, able to handle pressured situations.
• Independent initiative and ability to meet multiple deadlines and tasks.
• Customer relationship management skills.
• Strong team player capable of working within a group and training new team members.
• Proactive, can‑do attitude.
• Excellent written and verbal communication, interpersonal skills.

Language requirement: Fluent English is essential.