Order Fulfilment​/B2B Customer Support

Position: Order Fulfilment/ B2B Customer Support
Job Title:

Order fulfilment/ B2B Customer Support
Department: B2B Customer Services, UK Operations
Reporting To:
Customer Services Team Leader / Team Manager

Location:

Marlow (Office-based)- Hybrid after 3 months.
Hours -  Monday - Friday - 9am-5pm

Role Overview
As a Order fulfilment/ B2B Customer Support, you will be responsible for managing customer accounts, processing complex orders, and working cross-functionally to ensure seamless operations and timely issue resolution.
This role is ideal for someone who is passionate about delivering exceptional customer service, thrives on problem-solving, and is committed to driving service excellence.

Benefits

Salary: £30,000 per annum
Pension Contributions: 5% employer contribution with a 4% employee contribution
Benefits Hub:
Access to a wide range of employee benefits
Private Medical & Dental Insurance:
Single cover provided
Holiday Allowance: 25 days annual leave plus bank holidays (pro-rated based on start date)
Life Assurance: 4x annual salary
Employee Discounts:
Access to Friends & Family webshop
Gym Allowance:
Up to £300 per year (claim-based)
Eye Care Support:
Contributions towards eye tests for DSE use
Employee Assistance Programme: 24/7 confidential helpline
Onsite Perks:
Free refreshments, weekly fruit baskets, wellbeing room, and free parking

Key Responsibilities

Serve as a primary point of contact for customer queries and support requests
Keep customers informed throughout the order lifecycle, ensuring a high level of satisfaction and trust
Collaborate with Sales, Supply Chain, and Finance teams to deliver seamless service
Maintain accurate records of customer interactions, enquiries, and resolutions
Manage customer accounts in line with internal SOPs and vendor compliance requirements
Process complex customer orders using ERP systems and coordinate with logistics for timely fulfilment
Manage and resolve customer claims, escalating where necessary
Identify root causes of issues and partner with relevant teams to implement effective solutions
Monitor service performance metrics and customer feedback
Produce reports and contribute recommendations for continuous improvement
Identify and support process improvement initiatives
Undertake additional responsibilities as required by the Line Manager Skills & Experience Required

Minimum of 2 years' experience in a customer service role, ideally within FMCG and B2B environments

Experience with sales order processing (FOB knowledge advantageous)
Strong passion for customer service and problem resolution
Excellent communication skills with a collaborative, team-oriented approach
High attention to detail and strong organisational ability

Experience with Salesforce, SAP, and Microsoft Office (preferred)
Proactive mindset with a willingness to learn and continuously improve

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website