Customer Fulfilment Advisor

Customer Fulfilment Advisor
Mells
40 hrs (M-F) Flexible working 3 days in the office 2 days at home
Competitive salary, bonus and benefits

At Marshalls plc, we believe building tomorrow's world starts with what we can create together today. Since the 1890s, we've grown from a Yorkshire stone business into a leading UK manufacturer of building, roofing and landscaping solutions. Built on generations of expertise, we're known for quality, innovation and sustainability, helping our customers bring their vision to life and create places that work today and last for generations.

Together, we're building tomorrow's world.

Marshalls Civils & Drainage part of our building products division design, engineer and manufacture precast solutions that support critical infrastructure and civil engineering projects.

Joining our team means being part of a business that thrives on solving complex challenges and delivering infrastructure with confidence at every stage.

In this role, you'll be the key link between our customers, sales teams, and logistics, ensuring seamless order processing and delivery. Your attention to detail and problem-solving skills will help keep everything running smoothly while driving continuous improvement.

• Order Management:
  Accurately input and manage orders, ensuring delivery timescales are met and any amendments are handled efficiently.
• Delivery Coordination:
  Work closely with Customer Fulfilment and Logistics teams to confirm and adjust load building for on-time, in-full (OTIF) delivery.
• Issue Resolution:
  Escalate on-site issues with customers or hauliers, minimising order disputes and ensuring smooth offloading at destinations.
• Cost Monitoring:
  Flag any additional costs related to order amendments to the internal sales team.
• Process Improvement:
  Identify and suggest enhancements to streamline order processing and delivery operations.
• Customer Support:
  Be the go-to person for delivery notifications, keeping all stakeholders informed and satisfied.
• Team
  
  Collaboration:
  
  Provide support and cover for colleagues as needed, ensuring top-notch service and efficiency.

Ready to make a real impact? Join us and help shape a seamless, customer-focused order fulfilment experience!

• Previous experience within a Sales Operations, Customer Service, Order Fulfilment, Aftercare, or similar customer-focused environment.
• Experience managing customer enquiries relating to delivery, product quality, aftercare, order fulfilment, and service resolution.
• Experience analysing customer feedback, complaints, and trends to identify improvement
• Proven ability to drive swift and effective resolution of customer queries, complaints, and escalations while maintaining a positive customer experience.
• Strong attention to detail and critical thinking skills, with the ability to identify root causes and implement appropriate solutions.
• Excellent verbal and written communication skills, with the confidence to engage professionally with customers and internal stakeholders.
• Highly resilient, remaining calm, professional, and solution-focused when handling challenging situations or high workloads.
• Ability to follow established processes, policies, and procedures while ensuring compliance and accuracy.
• Proficient in the use of Microsoft Office applications, including Outlook, Excel, and Word.
• Strong organisational skills with the ability to multitask, prioritise workload effectively, and focus on key customer requirements.
• First-rate interpersonal skills, with the ability to build and maintain positive working relationships with both internal and external customers.
• Demonstrates ownership, accountability, and a commitment to delivering exceptional customer outcomes.

• Knowledg…