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Customer Fulfilment Manager

Job Description

A collective energy and ambition. A place where you can make a real difference.

We’re a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Are you an experienced Customer Service Manager from a fast-moving consumer goods environment? Do you believe in leading a team through empowerment and motivation? Are you experienced in implementing and sustaining continuous improvement?  

If the answer is yes - then look no further as Church & Dwight UK Ltd have an exciting opportunity for a permanent Customer Fulfilment Manager based at our head office in Folkestone, Kent.

The Customer Fulfilment Manager is responsible for leading our domestic (UK) customer fulfilment team of 5, who provide an efficient customer service to our business customers. They are critical in the training and development of the team to ensure that KPIs are met and the team are continuously improving processes and ways of working.

This role works closely with our 3PL partners (such as DHL and Alloga) whilst also has responsibility for management of our D2C/warranty fulfilment provider and management of Amazon fulfilment.

Day to day responsibilities for this role include:

  • Ownership of the order fulfilment process for UK customers

    • Ensuring orders are processed efficiently on time via SAP

    • Ensuring any IT issues (eg interface of orders to 3PL) are actioned and escalated promptly

    • Monitoring 3PL service issues and escalating when appropriate

    • Overseeing Amazon fulfilment process

    • Accurate and timely reporting of order values to commercial teams

    • Month end Processes

  • Ownership of D2C and warranty fulfilment processes, including frequent liaison with service provider and internal stakeholders

  • Verification of customer claims & penalties, with follow ups with 3PLs, to minimise financial costs and proactively seek out service improvements & process changes

  • Development and mentoring of direct reports

  • Development of overall customer fulfilment function, including digitisation to remove manual touch points, streamlining of processes

  • Workload allocation within UK fulfilment services team

  • Allocation of specific responsibilities and rotation of these amongst team

  • Resolving Customer Fulfilment issues direct with customers or with support from Account Management

  • Ensuring customer returns and order failures are processed efficiently on SAP to ensure both accurate financial reporting and inventory alignment

  • Responsible for the liaison between Customers, Production Planners, Finance, Customer Fulfilment and Logistics

  • Responsible for ensuring all information is provided from Commercial team effectively to set up new accounts, customer account creation and master data requirements

  • UK customer service face for external auditors (SOX/BSI/US)

  • SAP Superuser for Sales & Distribution and Order to cash

  • Representing Customer Fulfilment at project level

We are seeking an experienced Customer Service/Customer Fulfilment Manager or Supervisor from within a fast-moving consumer goods role. Additionally, the following are essential requirements for the role:

  • Have significant recent experience within FMCG logistics, supply chain or commercial functions

  • Have demonstrable recent experience of leading a team to deliver a strong customer service and/or project outcome

  • Have demonstrable experience of promoting and implementing continuous improvement to processes and/or ways of working and ensuring these are sustained

  • Have experience of working in a customer focused role, dealing with both B2B and D2C environments

  • Have experience working with 3PL partners and knowledge of their systems

  • Excellent communication and interpersonal skills to develop internal & external customer relationships to a senior level.

  • Knowledge and usage of SAP essential

  • Commercial awareness

  • A good understanding of business processes essential

  • Digitally competent and confident

  • Good numeracy skills

In return we offer a competitive package, including 24 days annual leave, a pension matched up to 9%, discretionary annual bonus and membership of a health cash plan.

For more information on our company, our brands and our culture visit us at http://www.churchdwight.co.uk/

When applying for a role and sending your cv, you understand that the Company will hold your personal data in relation to your prospective employment and will process that data for legitimate business reasons within the requirements of UK data protection laws currently in effect and as they become applicable, including the Data Protection Act 1998, the General Data Protection Regulation (Regulation (EU) 2016/679)) and any successor legislation. Candidate Privacy Notice.


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Sales

In a consumer-packaged goods company, sales are as important as it gets. In a sense, every role is sales here, but this team is where the magic occurs.

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Role Location

United Kingdom

With offices in London and Folkestone, Kent, our more than 400 employees enjoy numerous benefits.

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DIVERSITY At Church & Dwight

Church & Dwight strives to create an environment where everyone feels free to bring their authentic self to work every day.

We win when we respect every employee for who they are – regardless of gender, age, race, ethnicity, religion, disability, veteran status, sexual orientation or any other differences. We believe that our employees’ contributions are richer because of their diversity. We aim to be a diverse, inclusive and equitable company and are determined to build a culture where people have the power to win together.

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CULTURE At Church & Dwight

We care - about our people, our products, our consumers and our environment. To honor these priorities, we’ve built our culture around the tenants of courage, determination and team spirit. We’re united by our small company feel and inspired by opportunities to make our mark.

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Equal Employment Opportunity for the Disabled At Church & Dwight

As an equal opportunity employer, Church & Dwight is committed to providing access and opportunities to individuals with disabilities. Applicants who require accommodation in the job application process may contact 877-809-8449 or email their resume and cover letter to jobs@churchdwight.com. Please note that these options are available only to those needing an accommodation because of a medical condition or disability. All email submissions should include “Accommodation needed” in the subject line as well as information related to the specific position you are interested in (requisition number, job title, location, etc.). Church & Dwight will not respond to inquiries made to jobs@churchdwight.com or 877-809-8449 that are not related to accessibility of the online application system by persons with medical conditions or disabilities. To review Church & Dwight’s Equal Opportunities Employer Policy, click link below.

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