Job Title: Order Fulfilment Coordinator

Reports To: Order Fulfilment Team Leader

Job Overview

As an Order Fulfilment Coordinator, reporting to the Order Fulfilment Team Leader, this role is office based and you will be a vital link in our commitment to delivering an unparalleled customer experience, reinforcing our reputation as a global market leader. Your expertise will ensure meticulous and proactive management of the entire order lifecycle, from contract scheduling and order progression through to successful delivery. You will serve as a primary point of contact for our customers, adeptly resolving product, service, and pricing inquiries, and providing timely, accurate information to foster strong customer satisfaction, loyalty, and retention. This pivotal role is essential in cultivating a proactive customer service culture that directly drives growth across our sales and supply chain processes.

Responsibilities, Accountabilities and Duties

• Cultivate and maintain strong, lasting relationships with assigned customers, acting as their primary point of contact within a territory management model to ensure exceptional service delivery.

• Manage merchant-awarded projects from inception to successful delivery, meticulously tracking progress, ensuring accurate scheduling, upholding contract compliance, proactively mitigating risks, and maintaining transparent, regular communication.

• Progress and manage customer orders accurately and efficiently from award through to receipt and invoicing, ensuring all details are correctly captured in our systems.

• Proactively identify and pursue opportunities for cross-selling and up-selling, focussing on opportunities to bridge supply gaps, partnering closely with sales teams tracking projects to drive revenue growth.

• Foster strong collaborative relationships with internal departments including Forecasting, Supply Chain, Warehouse & Logistics, Shared Service Centres, Estimating, Sales, Quality Assurance, and After Sales, to ensure seamless customer service and efficient order fulfilment.

• Address and resolve customer inquiries, issues, and complaints regarding products, services, pricing, and deliveries with professionalism and efficiency.

• Monitor and report on key performance indicators (KPIs) such as response times, quality audit results, and On-Time, In-Full (OTIF) delivery, striving for continuous improvement.

• Embody Villeroy & Boch's core values of Focus, Accountability, and Consumer Centricity in all interactions and operations.

Skills

• Proven experience (ideally, 2+ years) in a fast-paced customer service, order management, or logistics role, ideally within a B2B environment.

• Solid understanding and practical experience with end-to-end order fulfilment, tender management, and supply chain processes.

• Exceptional communication skills, both verbal and written, with the ability to convey complex information clearly and professionally to diverse audiences.

• Meticulous attention to detail and a high standard of accuracy, particularly in data entry, analysis and documentation.

• Strong problem-solving abilities and a proactive approach to addressing and resolving customer inquiries and issues.

• Highly self-motivated, disciplined, and adaptable, with the ability to manage multiple priorities effectively and work autonomously.

• Customer-centric mindset with a passion for delivering outstanding service and building strong customer relationships.

• Proficiency in CRM systems (e.g., Salesforce) and ERP systems (e.g., SAP).

• Advanced proficiency in Microsoft Office Suite (Outlook, Excel, Word) and collaboration tools (e.g., Microsoft Teams).

• Ability to quickly acquire and apply comprehensive product knowledge and technical understanding relevant to our industry.