Technician, Customer Operations

This position, internally titled as Customer Operations Technician, is a key role within our Customer Operations Department, working closely with various stakeholders across our UK sites, our third-party logistics (3PL) and our retail partners, many of which you will know. This role is based at our Nuneaton site, with the opportunity to work from home up to 2 days per week (after full training). The key focus of the role is to ensure order fulfilment and on-time deliveries to our customers, acting as a dedicated point of contact for all enquiries in relation to sales order management and transacting a high level of accuracy within established timelines. Working within a wider team of experienced and supportive colleagues from different backgrounds, we will look to you to bring resilience and a customer-focused approach to problem-solving. We are always looking to challenge the status-quo with an ongoing focus on continuous improvement opportunities – something you will be involved in. This role is working 30 hours over a 4-day week including weekends.

Responsibilities

• Identifying potential and actual service issues, and resolutions where possible and co-ordinate communication with the customer and relevant internal departments
• Participating in customer and corporate initiatives, focusing on increasing supply chain efficiencies
• Receiving, validating and processing customer orders
• Investigating and managing incidents on delivery and pro-actively resolving ongoing issues to improve service levels
• Managing promotional activity by ensuring that correct product codes and effective dates are maintained on the system
• Working with technology to support KPI reporting
• Collaborating with colleagues to support the overall success of the customer operations department
• Identifying, initiating, documenting, and implementing new business processes and procedures to promote continuous improvement within supply chain and order management
• Experienced within a customer service position with an understanding of sales administration within manufacturing, supply chain or logistics processes
• Able to demonstrate high attention to detail with order processing
• Experienced with prioritising your workload and supporting colleagues with challenges within a fast-paced environment
• A proven problem solver
• Comfortable using data interfaces, ERP systems, and able to manipulate data with MS Excel spreadsheets
• A confident and competent communicator with internal and external stakeholders at all levels
• Comfortable working weekends and 2 days in the week

At Saputo, we bring good to the table by making high-quality products, investing in our people, and supporting communities around the world. As a top 10 global dairy processor, we value contributions that matter and strive to foster an inclusive, growth-driven work environment. Ready to bring your best? Saputo\’s brands include Cathedral City plus other well-known butter & spreads (Clover, Country Life, Vitalite, Utterly Butterly), functional ingredients and dairy free products. We support employment equity and strive to embed diversity and inclusion in our operations and invite candidates from all horizons to join our team.

To enable you to bring your best we will ensure you are provided with any physical or non-physical adjustments to support your participation in the job application and interview process. We are an accredited Disability Confident Employer where we strive to ensure our site is inclusive and accessible for all. This role has been assessed and isn\’t eligible for visa sponsorship. In the UK, Saputo is a producer of leading British food brands and value-added ingredients. We manufacture a range of cheeses, dairy spreads, and dairy-free products, with a portfolio of well-loved brands including Cathedral City, Clover, Country Life, Frylight and Wensleydale. Whether your expertise lies in manufacturing, operations, supply chain, sales, quality assurance, or in any other function, your role is integral to our success. You will make contributions that matter, all while working alongside colleagues who genuinely care about your success and who will roll up their sleeves to help.

We support and care for our employees by providing you with…

• Bonus scheme paid quarterly
• Autonomous and inclusive working environment
• Opportunities for progression within the UK and overseas
• Enhanced employer pension contributions
• Health cash plan – claim money back towards essential healthcare such as dental, eye care etc.
• Access to Thrive 24-hours a day – a leading NHS clinically approved app which focuses on general wellbeing
• Long service recognised every 5 years
• Life assurance up to 4 x contractual pay
• Discounted branded products
• Free, onsite parking
• Individual allocated lockers
• Subsidised staff restaurant
• 25 holidays + 8 bank holidays (pro rata)
• One paid workday a year to volunteer for a local community or charitable institutions of your choice
• Opportunity to swap traditional UK holidays for dates significant to your cultural and religious beliefs
• My Staff Shop – access to exclusive benefits, free advice and savings
• Flexible and hybrid working approach, including the potential to work abroad up to two weeks per year