Senior Customer Service Administrator

Newly Weds Foods

Newly Weds Foods is a leading, privately owned global food ingredients business and has been innovating since 1932. The European division is a market leader in the manufacture of coatings, seasonings and functional ingredient systems.

Today, Newly Weds Foods is a world leader in food ingredient technology. A network of R&D, manufacturing and service facilities around the globe allows us to serve our customers’ needs in more than 68 countries. But despite our size and scope, we’ve continued to be an independent, family-owned business answerable only to the demands of our customers. That’s why we continue to invest in infrastructure, human resources and capacity to keep pace with our customers’ needs and expectations.

The Role

We are looking for an experienced and proactive Senior Customer Service Administrator to join our team. This is a key role responsible for ensuring high customer service standards are consistently delivered, while supporting the efficient supply of goods across the UK and Europe.

You will oversee the end-to-end order process, maintain accurate records, and play a vital role in managing customer relationships. In addition, you will provide support and cover for the Customer Service Manager, helping to guide the team and ensure smooth day-to-day operations.

Key Responsibilities

Process customer sales orders accurately, including receipt, validation, entry, and confirmation
Support a “right first time” culture, minimising customer complaints and driving service excellence
Provide cover for the Customer Service Manager, including:
Monitoring completion of daily team tasks
Supporting and advising Customer Service team members
Liaising with Supply Chain to resolve operational issues
Attending meetings and representing Customer Service as required
Managing planning/forecast customers (e.g. Birds Eye, Young’s)
Acting as part of the escalation process for sales orders
Maintain and accurately update records across relevant IT systems, identifying and resolving discrepancies
Analyse and interpret data to support reporting and decision-making
Produce timely and accurate management information (e.g. OTIF, complaints, corrective actions)
Act as a key interface between production, sales, R&D, and customers
Communicate clearly and professionally with internal teams and external customers
Proactively manage customer expectations, identifying potential delays and escalating where necessary
Handle customer queries and complaints in line with company policies
Maintain high standards of administration across all communication channels
Support team collaboration and provide cover across the supply chain function when required
Assist with training and development of team members

Person Specification

Essential Skills & Experience

Proven experience in a customer service or supply chain administration role
Strong organisational skills with excellent attention to detail
Experience processing orders and managing customer accounts
Excellent communication skills, both written and verbal
Ability to analyse data and produce reports
Strong IT skills and experience using business systems
Ability to work under pressure and manage multiple priorities

Desirable Skills & Experience

Experience in a manufacturing, FMCG, or supply chain environment
Previous experience in a senior or supervisory customer service role
Knowledge of forecasting and planning customers
Understanding of OTIF, KPIs, and performance reporting

Personal Attributes

Proactive and solution-focused mindset
Strong team player with leadership capability
Flexible and adaptable approach to work
High level of professionalism and accountability
Customer-focused with a commitment to service excellence

Benefits

Other Information

Employer pension scheme contributions of 3.5% of basic salary
Company Sick Pay scheme (upon successful completion of your six months’ probationary period
Eligibility for the Newly Weds Foods Health care cash plan (Medicash)
Attendance Allowance (1 day base pay per month subject to eligibility)
Working Hours: 08:30 until 17:00, 1 hours lunch