Customer Services & Logistics Administrator

Humber Recruitment are resourcing a Customer Services & Logistics Administrator for a brand-new client of ours based in Brigg on a full-time basis.

Department: Customer Services (formerly Supply Chain)
Reports to: Customer Services Manager/Customer Services Team Leader
Location: Site-based
Employment: Full-time, permanent

Role Purpose

To provide efficient, accurate and professional administrative support to the Customer Services department, ensuring customer orders, deliveries, enquiries and associated documentation are processed and managed effectively.

The Customer Services Administrator will play an important role in the day-to-day operation of the business, supporting the coordination of customer requirements with Sales, Operations, Production, Technical, Finance and external transport providers.

The role requires someone who is organised, proactive and customer-focused, with the ability to manage competing priorities, maintain accurate information and communicate effectively with both customers and colleagues.

The successful candidate will take personal responsibility for completing assigned tasks, following up outstanding actions and identifying potential problems before they affect customer service.

Key Responsibilities

1. Customer Order Processing

• Receive, check and accurately enter customer orders into the company’s business management system.
• Verify relevant order details, including product, quantity, delivery address, required delivery date and agreed pricing.
• Prepare and issue customer order confirmations and acknowledgements.
• Maintain accurate records of outstanding orders, amendments and delivery requirements.
• Liaise with Sales and relevant departments to resolve missing information or discrepancies.
• Monitor orders through to completion, ensuring outstanding actions are followed up.
• Escalate any issues that could prevent orders being fulfilled as agreed.

2. Delivery and Transport Administration

• Assist with the scheduling, booking and coordination of customer deliveries.
• Communicate delivery requirements to internal operations teams and external transport providers.
• Confirm transport arrangements, collection details and delivery instructions.
• Maintain accurate records of planned collections, dispatches and deliveries.
• Monitor delivery progress and follow up on missing confirmations or documentation.
• Assist in resolving delivery delays, failed collections and transport-related enquiries.
• Ensure that relevant transport and delivery information is communicated promptly to customers and colleagues.
• Support the administration and scheduling of equipment movements, collections, returns and inspections as directed.

3. Customer Service and Communication

• Respond professionally and promptly to customer enquiries by telephone and email.
• Provide accurate information regarding order status, product availability and delivery arrangements, following confirmation from the relevant department where required.
• Keep customers informed of changes, delays or issues affecting their orders.
• Record customer enquiries, complaints and service issues accurately.
• Direct technical, commercial or operational enquiries to the appropriate colleagues.
• Follow up outstanding enquiries to ensure customers receive a response.
• Maintain a helpful, professional and customer-focused approach, including when dealing with difficult or urgent situations.

4. Documentation and Record Keeping

• Prepare, process and maintain customer order, delivery and transport documentation.
• Ensure records are accurate, complete and stored appropriately.
• Assist with the preparation and distribution of product-specific documents, certificates and supporting paperwork as instructed by authorised personnel.
• Maintain records relating to equipment movements, customer collections, returns and other relevant operational activities.
• Check documentation for missing information or discrepancies and refer these to the appropriate person.
• Ensure completed deliveries and supporting records are processed promptly to support accurate invoicing.
• Maintain organised electronic records and departmental filing systems.

5. Internal Departmental Coordination

• Work closely with the Customer Services Manager, Team Leader and colleagues to manage daily workloads and priorities.
• Liaise with Operations and Production regarding product readiness, collections and delivery arrangements.
• Communicate with Sales regarding order changes, customer requirements and delivery updates.
• Coordinate requests for technical information, product testing or supporting documentation with the appropriate departments.
• Assist Finance with queries relating to orders, delivery records, invoicing and supporting information.
• Follow up outstanding internal actions and communicate progress to relevant colleagues.
• Provide cover for colleagues during holidays, sickness and periods of increased workload.

6. Administrative Support for Stock, Equipment and Suppliers

• Assist with maintaining accurate records of relevant stock, packaging, equipment and transport movements.
• Support the administration of supplier orders, purchase orders and delivery confirmations where requested.
• Help coordinate collection and return arrangements for packaging, containers, IBCs and other operational equipment.
• Record and communicate discrepancies, shortages or unexpected changes to the appropriate responsible person.
• Follow up supplier and service-provider enquiries to obtain outstanding information or confirmations.
• Support the department in maintaining visibility of equipment availability and upcoming operational requirements.

7. Systems and Process Compliance

• Accurately use company systems, including Sage, Microsoft Office and other relevant administrative or operational software.
• Follow established departmental procedures for processing orders, managing enquiries and maintaining records.
• Ensure that work is carried out in accordance with company quality, safety and operational requirements.
• Identify errors, inefficiencies or recurring administrative problems and suggest improvements.
• Participate in training and the development of standard operating procedures.
• Support the introduction of improved systems and working practices.

Responsibility and Decision-Making

The Customer Services Administrator is expected to take ownership of assigned tasks and manage their workload effectively within established procedures.

The role requires sound judgement when prioritising activities, resolving straightforward administrative issues and deciding when matters require escalation.

The Administrator will not be responsible for independently approving customer pricing, changing commercial agreements, authorising technical product release or making decisions relating to transport safety and equipment compliance.

Where decisions fall outside their authority, the Administrator is responsible for identifying the issue, referring it to the correct person and following up to ensure an appropriate response is obtained.

Skills, Knowledge and Experience

Essential

• Previous experience in an administrative, customer service, order processing or similar office-based role.
• Strong organisational skills and the ability to manage several tasks simultaneously.
• Excellent attention to detail and accuracy when entering and checking information.
• Confident and professional telephone and email communication skills.
• Good working knowledge of Microsoft Office, particularly Outlook, Excel and Word.
• Ability to learn and use business management and order processing systems.
• A proactive approach to completing tasks and following up outstanding actions.
• Ability to remain calm and organised when priorities change or urgent problems arise.
• Willingness to work collaboratively and support colleagues across the business.

Desirable

• Experience within manufacturing, distribution, logistics or an industrial business.
• Familiarity with Sage or similar ERP/order processing systems.
• Experience coordinating transport bookings, deliveries or collections.
• Knowledge of purchase orders, stock records or supplier administration.
• Previous experience handling business-to-business customer enquiries.
• Awareness of the administrative requirements associated with hazardous goods or regulated products.

Personal Attributes

The successful candidate will be:

• Reliable and accountable: Someone who takes responsibility for completing their work without requiring constant supervision.
• Highly organised: Able to maintain accurate records, manage priorities and follow multiple tasks through to completion.
• Proactive: Someone who identifies what needs doing, follows up outstanding information and asks questions before problems escalate.
• Customer-focused: Professional, helpful and committed to providing a reliable service.
• Adaptable: Comfortable working in a busy environment where priorities and requirements can change.
• A clear communicator: Confident speaking with customers, suppliers, drivers and colleagues at different levels of the business.
• A team player: Willing to support colleagues, share knowledge and contribute to a positive working environment.
• Detail-oriented: Understands that small administrative errors can have significant operational and commercial consequences.

Key Measures of Success

Performance will be assessed against agreed departmental expectations, including:

• Order processing accuracy: Orders entered correctly and within required timescales.
• Administrative efficiency: Assigned tasks and supporting documentation completed promptly and accurately.
• Customer communication: Enquiries acknowledged, responded to or appropriately escalated without unnecessary delay.
• Delivery coordination: Transport bookings, delivery instructions and confirmations correctly administered.
• Follow-through: Outstanding actions monitored and progressed to completion.
• Team contribution: Effective collaboration, flexibility and support for colleagues.
• Process compliance: Consistent adherence to company procedures and accurate record-keeping.

Overall Expectation

The Customer Services Administrator will be an important member of the team responsible for ensuring that customer orders and associated activities progress smoothly through the business.

Success in the role will be demonstrated through accuracy, reliability, effective communication and a willingness to take ownership of daily responsibilities.

The objective is to provide dependable administrative support that enables the department to deliver a consistent, professional and responsive service to both customers and colleagues.

To apply for the position, click the apply button below or at the top of the page and complete the form. For more information on the role, call our team on 01472 729768 and we will be happy to assist. You can visit our jobs page to see our full list of available vacancies.

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