Customer Operations Representative (UK)

Customer Order Support & Execution

• Support customers throughout the order execution lifecycle following order placement. 

• Process and manage customer order updates, changes, holds, cancellations, and exception requests in accordance with company procedures. 

• Monitor order activity and proactively communicate order status updates, shipment information, delays, and execution-related changes to customers. 

• Coordinate order workflow activities to support timely and accurate order execution. 

Customer Communication & Issue Resolution

• Respond to customer inquiries related to order status, shipments, delivery timelines, documentation, RMAs, credits, and operational support requests. 

• Investigate and resolve customer issues, discrepancies, and execution-related concerns professionally and promptly. 

• Coordinate cross-functionally to identify root causes and support issue resolution activities. 

• Escalate complex issues appropriately while maintaining clear customer communication. 

Backlog & Operational Coordination

• Support backlog management and operational workflow activities. 

• Coordinate with Supply Chain, Logistics, Manufacturing, Quality, Trade Compliance, and Finance teams to support customer execution requirements. Monitor operational risks and communicate potential impacts proactively. 

• Assist with prioritization activities based on defined business rules and escalation processes. 

Systems & Process Support

• Utilize ERP, Salesforce, customer portals, and operational systems to manage customer activities accurately and efficiently. 

• Maintain accurate customer records, documentation, and transaction updates. 

• Support customer portal activities including uploads/downloads of required documentation and order acknowledgements. 

• Follow established SOPs, work instructions, and compliance requirements. 

Continuous Improvement & Operational Excellence

• Support continuous improvement initiatives focused on customer experience, operational efficiency, responsiveness, and execution quality. 

• Identify process improvement opportunities and communicate recommendations to leadership. 

• Participate in training initiatives and process deployment activities. 

• Promote a collaborative, professional, and customer-focused team environment. 

• On Time Payment* – Working with the finance department to ensure all finance / credit issues are resolved in a timely manner with a positive outcome *(Region / Territory dependent) 

• High school diploma, secondary education certificate, vocational qualification, or equivalent required. Additional education in Business or related fields preferred.
• A minimum of 1-year prior experience within a similar role in a dynamic, fast paced environment.
• Relevant customer service, customer operations, order management, or business experience may be considered in lieu of formal education requirements. 
• Requires business acumen and problem-solving skills with a strong degree of creativity and passion.
• Flexibility to undertake several tasks simultaneously and manage them effectively.
• Effective written and oral communication skills, with the ability to communicate with those with differing primary languages and cultures. 
• Skilled using Microsoft Office: Word, Excel, and PowerPoint.
• Performs successfully under light supervision.
• Builds strong and successful relationships, effectively supporting and influencing colleagues, partners, suppliers, customers, and members of the global team. 
• Positive attitude with an ability to absorb & learn quickly.
• Team player with the ability to work to the highest accuracy in demanding situations under time constraints.