Customer Service Coordinator; FTC

Vestacy is a standalone company (carved out from Reckitt) with a clear purpose: to transform houses into homes. We’re home to some of the world’s most trusted brands (Air Wick, Calgon, Cillit Bang, and Mortein) helping millions of people care for the spaces they live in every day.

Backed by Advent, a leading global private equity firm, we have the freedom to think big and move fast. With almost 3,000 colleagues across 20+ countries, we see every person as a Founder, empowered to make bold decisions and shape what’s next.

We care for our company the way you care for your own home: with energy, passion, and pride. Here, you’ll find space to grow, opportunities to lead, and the support to thrive. Together, we’re building something extraordinary.

Our supply chain is the backbone of our business. It s how we get our trusted products to people all over the world, safely and efficiently. And it s our talented and passionate teams that make this happen.

If you re looking for a career in supply chain, there s no better place to be than Vestacy. We offer a variety of exciting opportunities in all areas of the supply chain, from planning and procurement to manufacturing and logistics. You could join our Global Supply Planning team to develop and implement our global supply strategy, or work with our Procurement Centre of Excellence team to negotiate and manage our supplier relationships.

Our Manufacturing Excellence team help us improve the efficiency, quality and safety of our manufacturing operations, and our Logistics Excellence team develop new and innovative ways to distribute our products to customers.

The Customer Supply Coordinator plays a key role in ensuring an exceptional customer experience by managing end to end order processing, customer claims, daily logistics tasks, and the smooth flow of products through the supply chain. This role serves as the central link between customers, warehouse operations, freight partners, and internal teams to maintain accuracy, efficiency, and service excellence.

Order Processing & Order Management

• Process customer orders accurately and in a timely manner, ensuring all data is correct and complete.
• Monitor order status from entry to delivery, proactively resolving delays, stock issues, or documentation gaps.
• Coordinate order amendments, cancellations, and priority requests as needed.
• Maintain order dashboards and provide regular updates to internal stakeholders.

Customer Relations & Communication

• Act as a primary point of contact for customers regarding orders, delivery queries, and supply chain issues.
• Build strong, service-oriented relationships with key customer accounts.
• Communicate delivery schedules, product availability, and logistics changes clearly and professionally.
• Collaborate with sales, finance, and operations to support customer requirements.

Customer Claims & Issue Resolution

• Manage customer claims related to shortages, damages, returns, or quality concerns.
• Investigate root causes by coordinating with warehouse, transport, and quality teams.
• Process credit notes, replacements, or corrective actions in line with company policy.
• Track trends in claims and recommend improvements to reduce recurrence.

Logistics Coordination (Warehouse & Freight)

• Liaise daily with warehouse teams to ensure picking, packing, and dispatch operations run smoothly.
• Coordinate outbound freight bookings, transportation schedules, and carrier instructions.
• Confirm shipping documents and ensure compliance with required standards.
• Monitor delivery performance and escalate delays or exceptions.

Maintain accurate records in ERP and logistics systems.

• Prepare reports on order performance, claims, stock availability, and logistics KPIs.
• Support continuous improvement efforts to streamline processes and enhance service levels.
• Ensure adherence to company procedures, SOPs, and compliance requirements.

• Experience in supply chain, logistics, customer service, or order management roles.
• Knowledge of warehouse operations and freight/transport processes.
• Experience in handling customer claims or returns (desired).
• Strong numerical and…