Job Title:Order Fulfilment Coordinator

Reports To:Order Fulfilment Team Leader

As an Order Fulfilment Coordinator, reporting to the Order Fulfilment Team Leader, 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 progressionthrough 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 maintainstrong, lasting relationships with assigned customers, acting as their primary point of contact within a territory management model to ensure exceptional service delivery.

• Managemerchant-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 managecustomer orders accurately and efficiently from award through toreceiptandinvoicing, ensuring all details are correctly captured in our systems.

• Proactivelyidentifyand pursueopportunities for cross-selling and up-selling, focussing onopportunitiestobridgesupply gaps,partneringclosely with sales teamstrackingprojectsto drive revenue growth.

• Fosterstrong 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 resolvecustomer inquiries, issues, and complaints regarding products, services, pricing, and deliveries with professionalism and efficiency.

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

• EmbodyVilleroy & 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 understandingand 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 detailand a high standard of accuracy, particularly in data entry , analysisand documentation.

• Strong problem-solving abilitiesand 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 mindsetwith a passion for delivering outstanding service and building strong customer relationships.

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

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

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