Customer Logistics Coordinator, EMEA in Staines

Your New Job Title: Customer Logistics Coordinator, EMEA

The Skills You'll Need: Customer Service, Logistics, Supply Chain

Your New Salary: £33k

Location: West London/ hybrid - 2 days a week in office

Job status: 6-12 months maternity cover

Start date: ASAP

Working hours: 8.30am - 5.30pm Monday-Friday

Who You'll Be Working for: Leading IT accessories business.

What You'll be Doing Each Day:

• Manage the order-to-delivery (OTD) process across EMEA customers, acting as a key interface between internal teams (Sales, Planning, Logistics) and external partners (LSPs and customers).
• This role blends customer service and logistics coordination to maximise fulfilment, revenue, and customer satisfaction.
• Manage the order-to-delivery (OTD) process for a defined group of customers and/or countries, ensuring timely and accurate fulfilment.
• Process and release all sales orders in line with agreed service levels to meet internal and external expectations.
• Act as the primary operational contact for assigned accounts, delivering excellent service and support across the pre- and post-sales cycle.
• Proactively communicate with customers and Sales Managers regarding delays, shortages, or fulfilment issues, ensuring full transparency and minimal disruption.
• Collaborate closely with the ATP/Customer Planner to maximise case fill rate and revenue potential.
• Coordinate with Logistics Service Providers (LSPs) to ensure timely and accurate picking, packing, and delivery, with a focus on OTIF performance.
• Monitor LSP performance and actively challenge poor service or inefficiencies, driving improvements through regular feedback and escalation when required.
• Leverage ERP system capabilities to streamline and improve the order fulfilment process; identify and eliminate recurring issues or bottlenecks.
• Manage customer return requests (RMAs), validating eligibility and coordinating with Credit Control and LSPs to ensure smooth processing.
• Handle all warranty order processing and act as the daily contact point for third-party consumer care partner.
• Investigate and resolve warranty-related escalations to ensure quick, customer-focused outcomes.
• Respond to service-related queries from customers, Sales, or Credit Control using shared databases and LSP NCR platforms.
• Provide cover and support for colleagues during periods of absence to maintain service continuity.

Systems Used:

• ERP: Currently Baan; transitioning to Microsoft Dynamics 365 for order processing and fulfilment.
• Excel: Used for reporting, exception management, and performance analysis.
• NCR Portal System: For tracking non-conformances & discrepancy resolution.

The Skills You'll Need to Succeed:

• Fluent in English (spoken and written).
• Experience in a customer-facing supply chain, order-to-cash, or logistics coordination role.
• Proven track record of delivering high-quality customer service in a fast-paced, operational environment.
• Strong working knowledge of the order-to-delivery (OTD) process and logistics workflows.
• Experience working with Logistics Service Providers (LSPs) and coordinating across multiple internal functions (e.g., Sales, Finance, Planning).
• Comfortable working with ERP systems for order processing and fulfilment tracking.
• Intermediate to advanced proficiency in Excel, Word, and PowerPoint (e.g., VLOOKUPs, PivotTables, filtering for exceptions).
• Ability to manage priorities under pressure while maintaining accuracy and customer focus.
• Highly organised and self-motivated with a strong attention to detail and follow-through.

Please follow us on LinkedIn: /company/people-first-supply-chain

We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation.

People First is committed to increasing diversity, and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, year of birth, relationship status or whether or not they have a disability.

People First (Recruitment) Limited acts as an employment agency for permanent and fixed term contract recruitment and as an employment business for the supply of temporary workers.

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