Order Fulfilment Coordinator

Shape & Create - And make it happen!
The Villeroy & Boch Group with its Ideal Standard brand is one of the world's leading manufacturers in the ceramics and lifestyle sector. With our innovative and stylish products from the Dining & Lifestyle and Bath & Wellness segments, we have been creating moments and rooms to feel good in since 1748. Our success is based on the passion, design expertise and innovative strength of our more than 13,000 employees in 42 countries.
Want to become part of us? #shapeandcreate
Job Title:

Order Fulfilment Coordinator

Reports To

Order Fulfilment Team Leader

Job Overview

As an

Order Fulfilment Coordinator , reporting to the Order Fulfilment Team Leader, this role is office based and 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 p rogression

through 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 maintain

strong, lasting relationships with assigned customers, acting as their primary point of contact within a territory management model to ensure exceptional service delivery.

Manage

• merchant-awarded projects from inception to successful delivery, meticulously tracking progress, ensuring accurate scheduling, upholding contract compliance, proactively mitigating risks, and maintaining transparent, regular communication.
• Pro gr ess and manage
• customer orders accurately and efficiently from
• award through to
• receipt
• and
• invoicing, ensuring all details are correctly captured in our systems.

Proactively

• identify
• and pursue
• opportunities for cross-selling and up-selling,
• focussing on
• opportunities
• to
• bridge
• supply gaps ,
• partnering
• closely with sales teams
• track ing
• projects
• to drive revenue growth.

Foster

strong 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 resolve

customer inquiries, issues, and complaints regarding products, services, pricing, and deliveries with professionalism and efficiency.

Monitor and report

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

Embody

Villeroy & 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 understanding

and 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 detail

and a high standard of accuracy, particularly in data entry , analysis

and documentation.

Strong problem-solving abilities

and 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 mindset

with a passion for delivering outstanding service and building strong customer relationships.

Proficiency

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

Advanced proficiency

• in Microsoft Office Suite (Outlook, Excel, Word) and collaboration tools (e.g., Microsoft Teams).
• Ability to quickly acquire and apply
• comprehensive product knowledge and technical understanding relevant to our industry.
• Think outside the box with us! #shapeandcreate