Job Description

We have an exciting opportunity for a Customer Services Advisor to join us here at our Sugarfayre site, based in Ashington.

Sugarfayre is a leading UK manufacturer of bespoke, made to order edible decorations for celebration cakes, cupcakes, doughnuts, home baking kits and other sweet treats. Our expertise ranges from printed sugar and wafer to rotary moulding and Sweetmelts(TM) as well as blank sugar sheets for print-on-demand systems, including PhotoCake.

We are part of the Culpitt Group, and owned by DecoPac Inc, the world's largest supplier of cake decorations.

Our decorations dominate the supermarket cake aisle on private label and leading licensed character celebration cakes, in home baking kits and can also be seen on products such as doughnuts and cupcakes in high street outlets, cafes and coffee shops.

Skills, Knowledge and Experience:

Act as the first point of contact for customer enquiries via phone, email, and internal systems

Process orders and requests from customers based both in the UK and internationally

Coordinate new product enquires from receipt through to quotes, sampling, and launch

Liaise with various internal departments to allow despatch of orders

Book Freight hauliers

Prepare and coordinate the administration of export documentation

Daily despatch and Invoice of Orders

Process customer rebates where necessary

Working with internal stakeholders central to the NPD process including costing, design, technical, production, and sampling

Review relevant reports to make sure daily tasks have been completed/updated

Review Green Flags for forwarding to Customer daily

Keep on top of POD's for export shipping

Follow up with customers to ensure quotes, artwork, samples, etc. are responded to in good time

Provide support and comprehensive product information to customers

Monitor order progress, coordinate delivery schedules, and liaise with production, planning, and logistics teams to ensure on-time delivery

Manage and resolve customer complaints or issues efficiently and professionally, following escalation procedures where necessary

Maintain accurate customer records and order history

Communicate product availability, lead times, and any order delays or changes proactively

Build strong working relationships with customers and internal departments to ensure service excellence

Prepare reports and provide data to support forecasting and service improvement initiatives

Attend Production Daily Morning Meeting

Participate if not holding Development Morning Meeting

Ensure compliance with food safety, quality, and site health & safety standards

Skills & Experience

Essential:

Previous experience in a customer service, sales support, or order processing role

Strong communication skills (written and verbal) High level of attention to detail and organisational skills Proficient in Microsoft Office (Excel, Word, Outlook) Ability to work effectively under pressure in a fast-moving environment Team player with a proactive and positive attitude

Desirable:

Experience within the food manufacturing or FMCG industry

Working knowledge of ERP systems (e.g. SAP, Sage, Navision) Understanding of supply chain or production planning principles
Knowledge of export procedures/shipping

CLOSING DATE - 4pm on Tuesday, 23rd September 2025

No recruitment agencies, thank you.

Job Type: Full-time

Pay: Up to 25,000.00 per year

Benefits:

Company pension Free parking Health & wellbeing programme On-site parking
Ability to commute/relocate:

Ashington NE63 8QW: reliably commute or plan to relocate before starting work (required)
Experience:

Customer Service: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person