Customer Service & Order Fulfilment Coordinator

About the role

The Customer Service & Order Fulfilment Coordinator acts as the central communication hub between customers, sales, production and dispatch teams. The role ensures that customers receive timely, accurate updates on their orders and that any complaints or returns are resolved efficiently.

Key responsibilities

• Serve as the primary point of contact for customers regarding order status, delivery expectations, complaints and returns.
• Track all open orders from receipt through production, dispatch and delivery, updating records in the designated system.
• Coordinate with production, planning, sales and dispatch teams to obtain clear answers and resolve issues.
• Manage complaint investigations, secure necessary approvals and communicate resolutions to customers and the Sales Manager.
• Identify delayed or at‑risk orders early and escalate them before customers need to follow up.
• Maintain up‑to‑date order tracking logs and communication histories.

Required profile

• Minimum of 3 years (36 months) experience in customer service, order coordination or a related field.
• Strong written and verbal communication skills.
• Ability to work collaboratively across sales, production and dispatch functions.
• Detail‑oriented with a proactive approach to problem solving.

Required skills