Factory Customer Service Co-ordinator in Harlow

You might not know it, but every time you go grocery shopping, chances are you are using at least one of HL’s products.

HL is a global leader in in-store merchandising and communication, helping customers to create a better shopping experience around the world. Founded in 1954, HL today is present in more than 70 countries and solutions can be found in 330,000 stores, supporting customers to grow sales, inspire shoppers, drive automation, and reduce waste.

We have a passion and a strong track record of developing our people within their roles, and through exposure to the different markets and functions across our business.

About the Role

We are looking for a proactive, organised and customer-focused Factory Customer Service Coordinator to join our Supply Chain team.

This role will act as the main point of contact between the Harlow factory and its customers, ensuring effective order management, clear communication and the timely delivery of customer orders.

Working closely with Item Preparation, Production Planning and Production teams, the successful candidate will coordinate customer requirements, monitor order progress and proactively manage priorities and expectations.

Flexibility is essential, as the position will also involve supporting production planning activities to ensure the efficient flow of orders through the factory and the wider Supply Chain function.

We are looking for someone who thrives in a fast-paced manufacturing environment, demonstrates excellent communication skills and takes ownership of delivering a high standard of customer service.

Key Responsibilities

• Act as the main point of contact for Harlow factory customers, maintaining strong relationships and effective communication.
• Manage customer orders from receipt to despatch, ensuring accuracy, timely processing and clear delivery commitments.
• Liaise with Item Preparation and Production Planning teams to establish and confirm realistic despatch dates.
• Conduct regular customer reviews to align priorities, manage expectations and address outstanding issues or escalations.
• Work closely with Production teams daily to monitor order progress, ensure On Time and In Full (OTIF) delivery and proactively resolve potential delays.
• Maintain accurate customer order information and delivery commitments within the Jeeves ERP system.
• Collaborate across Supply Chain and Production, supporting planning activities to optimise order flow and operational efficiency.
• Contribute to continuous improvement initiatives across customer service, order management and planning processes.
• Previous experience in customer service, order management or supply chain coordination within a manufacturing environment.
• Excellent communication and interpersonal skills, with the confidence to engage with customers and internal teams.
• Strong organisational skills and the ability to manage multiple orders, deadlines and competing priorities.
• Customer-focused, proactive and solution-oriented approach to resolving issues.
• Experience working with ERP systems and maintaining accurate order information.
• Flexible, adaptable and willing to support production planning and other Supply Chain activities when required.
• Strong IT and data analysis skills, including Microsoft Excel.

What We Offer

• Opportunity to work within an international manufacturing business.
• Supportive and collaborative working environment.
• Varied and engaging role combining customer service and factory operations.
• Opportunities for professional development and progression.

Want to know a little more about us?

HL Display has its headquarters in Stockholm, Sweden.

We have sales offices in 23 countries, covering 39 markets, and distribution partners covering the remaining markets globally.

Our production facilities are located in Sweden, Poland, UK, Germany and China and handle a variety of industrial processes, including plastics and metal fabrication, printing and assembly.

Our three key customer segments are retail food, branded goods suppliers and non-food retail.

We are deeply committed to our behaviours:

• taking ownership;
• acting with speed; and
• working as one team

With these values, and our great people, we are proud to be on track to delivering on our ambitious growth plans.

The company has over 1,400 employees and net sales of 3,000 MSEK. HL is a wholly owned subsidiary of the listed Swedish Business Group Ratos.

If you are customer-focused, well-organised and enjoy working closely with production and supply chain teams to deliver excellent service, we would like to hear from you.

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