Logistics and Customer Service Coordinator - Biscuits

The Rowan Organisation; Winsford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A logistics and customer service company is seeking a Logistics and Customer Services Coordinator to oversee the efficient flow of materials and customer orders. This role involves timely communication with customers, accurate order entry, and maintaining high service levels. The ideal candidate will have a proactive attitude, excellent communication skills, and a background in logistics coordination or customer service within a manufacturing environment. The role demands strong organization and multitasking abilities, providing a critical link between production and customer satisfaction.

Qualifications

• Minimum 12 months’ experience in logistics coordination or customer service within a manufacturing environment.
• Strong communication skills, both verbal and written.
• Accurate data input with IT proficiency in relevant software.

Responsibilities

• Ensure efficient movement of materials and customer orders.
• Act as the first point of contact for customers, providing timely updates.
• Prepare daily/weekly reports on logistics performance.

Skills

Customer-focused mindset

Excellent communication skills

Organisational abilities

Problem-solving skills

Detail-oriented

Team player

Ability to multitask

Resilient under pressure

Tools

SAP

Word

Excel

Job description

No Agencies Please

Job Purpose -The Logistics and Customer Services Coordinator plays a vital role in ensuring the smooth and efficient flow of materials, finished goods, and customer orders. Acting as the first point of contact for customers, the role is responsible for keeping clients informed, entering orders accurately and promptly, and maintaining service levels. By coordinating logistics and customer communications, the coordinator guarantees timely deliveries, precise documentation, and consistently high standards of customer service.

What you will contribute: Key Accountabilities

• Ensure efficient movement of materials, components, and finished goods.
• Act as the first point of contact for customers, providing timely updates on orders and deliveries, and resolving issues proactively.
• Plan and schedule inbound and outbound shipments with transport providers.
• Enter customer orders accurately and promptly into relevant systems.
• Maintain accurate shipping documentation, including delivery notes, customs forms, and invoices.
• Handle customer complaints, returns, and queries professionally to maintain satisfaction.
• Build strong customer relationships through clear communication and responsiveness.
• Prepare daily/weekly reports on logistics performance, order status, and customer service metrics.
• Track KPIs such as delivery accuracy, order processing times, and customer satisfaction.
• Liaise with production, warehouse, and sales teams to coordinate order fulfilment.
• Provide feedback to management on customer trends, logistics challenges, and improvement initiatives.
• Provide 3PL with all new lines forms on time for lines into their warehouses.
• Provide clear seasonal planned volumes ahead of production and align orders ahead of production.
• Accountable for looking at stock’s vs MLOR and advising customers of intake, and / or support where needed on derogation forms.

What you will bring: Knowledge, Skills & Experience

• Minimum 12 months’ experience in logistics coordination or customer service within a manufacturing environment (preferred).
• Customer-focused mindset with a proactive approach.
• Excellent communication skills (verbal and written), with strong organisational and problem-solving abilities.
• Accurate data input and IT proficiency: SAP (desirable), Word, and Excel to a competent level.
• Ability to drive operational decision-making to achieve deadlines.
• Detail-oriented with the ability to multitask and prioritise in a fast-paced environment.
• Strong team player who thrives in cross-functional collaboration.
• Resilient under pressure and adaptable to changing priorities.

Key interfaces:

Sales, Logistics, Operations, Despatch, Technical

Reports to: Planning and Supply Chain Manager