Job Description

About the Role

We are seeking a proactive and customer-focused

End-to-End Key Account Coordinator

to join our UK Supply Chain team. In this pivotal role, you will be the primary point of contact for our independent and small customers, managing the full order lifecycle and ensuring exceptional service delivery. You'll play a key role in optimising logistics, supporting cost-saving initiatives, and driving continuous improvement across our customer service operations.

Key Responsibilities

Customer Order Management

Manage all manually processed C&C orders (approx. 2,200 per month). Act as the main liaison for customer order enquiries, ensuring timely and accurate responses. Process manual orders in line with Bostik guidelines, including stock allocation and minimum order values. Book deliveries to customer distribution centers and branches, ensuring On-Time Shipment (OTS) targets are met.

Customer Relationship & Service Excellence

Build and maintain strong relationships with customers, ensuring a professional and courteous experience. Educate customers on best practices, including order consolidation for cost-effective logistics and sustainability. Handle and resolve customer complaints, escalating to relevant departments when necessary.

Operational Efficiency & Continuous Improvement

Identify unusual order patterns and coordinate with internal teams to manage exceptions. Support transportation optimisation by ensuring weekly shipments are efficiently planned. Contribute to cost-saving projects and support UK-wide budget and cost optimisation goals. Implement actions to reduce recurring claims and improve service KPIs (e.g., Blocked Orders, Back Orders).

Cross-Functional Collaboration

Work closely with Commercial, Supply Chain Logistics, Demand Planning, and Supply Planning teams. Support forecasting accuracy by tracking customer orders against forecasts. Participate in reviewing and improving current processes in collaboration with corporate functions.

Key Performance Indicators (KPIs)

Customer Service: OTS, Blocked Orders, Back Orders, MOC, OTC. Forecast Accuracy: MAPE. Cost Management: Distribution & Warehousing (L06 & L07). Contribution to UK budget and cost-saving initiatives.

What We're Looking For

Strong customer service orientation with excellent communication skills. Ability to work independently, prioritise tasks, and solve problems in real time. Experience in order management, logistics coordination, or supply chain operations. Proficiency in tools such as SAP and Power BI is a plus. A collaborative mindset with a drive for continuous improvement.

Working Environment

Fast-paced, matrix organisation involving local and regional teams. Diverse customer base with complex supply chain needs. Culture of innovation and cost-efficiency.
Job Types: Full-time, Temporary, Fixed term contract, Temp to perm
Contract length: 3 months

Pay: 25,000.00-26,000.00 per year

Benefits:

Bereavement leave Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Gym membership Life insurance Referral programme Sick pay Work from home
Schedule:

Flexitime Monday to Friday
Work Location: In person