Customer Logistics Coordinator, UK & Export at Kao EMEA & Americas in London

Job description

• As a Customer Logistics Coordinator, you will manage UK domestic and export customer orders from receipt through to final delivery, ensuring accurate billing and the consistent achievement of On-Time, In-Full (OTIF) service levels in line with Kao standards.
• You will coordinate EDI processes and maintain the EDI database, ensuring accurate data management and the smooth flow of customer orders.
• Working closely with Commercial, Finance, and Supply Chain teams, as well as external customers and third-party logistics providers, you will build strong relationships and act as a trusted point of contact. By providing proactive communication, resolving issues efficiently, and delivering operational expertise, you will help ensure an outstanding customer experience and seamless order fulfilment.

Responsibilities

• Manage customer orders from receipt through to delivery and billing, working closely with 3PL partners and customers to achieve OTIF service levels in line with Kao standards. Build relationships with Commercial teams, Finance, and customer logistics contacts to improve supply chain efficiency, service levels, and cost performance.
• Manage order shortages, delivery failures, returns, and claims in collaboration with customers and 3PL partners. Monitor and report customer service levels, driving improvements with Commercial teams and logistics providers.
• Coordinate order prioritisation with Commercial teams and 3PL partners to support business targets, including month-end, year-end, promotions, and product launches. Proactively manage stock shortages and allocation processes with internal teams and customers.
• Ensure seamless EDI operations for orders, invoices, and shipping documents by maintaining customer and material databases. Coordinate new EDI customer set-ups and maintain SAP customer master data, pricing, and related conditions to support accurate and uninterrupted order processing.
• Support the Manager in reviewing and improving logistics processes, service performance, and costs, including during budget and forecasting activities. Provide support and coverage for European Customer Logistics colleagues during periods of absence.

Requirements

• Minimum 3 years’ experience in order management, with a focus on logistics and export shipping operations.
• Proven experience managing relationships with internal and external customers, ideally within FMCG, export, distribution, or major retail environments.
• Degree educated in a relevant discipline with fluent English communication skills.
• Experience with SAP is preferred.
• Microsoft Office skills, including intermediate Excel capability (advanced formulas, PivotTables, charts, and conditional formatting) and good knowledge of Outlook, Word, and PowerPoint.
• A collaborative team player with the ability to work effectively in a matrix organisation, demonstrating enthusiasm, self-motivation, and a proactive approach.
• Attention to detail, problem-solving and decision-making skills, with a results-driven mindset.
• Excellent communication and relationship-building skills, with a positive customer-focused attitude.

Skills

Preferred

• Experience with SAP is preferred.

Benefits

• An entrepreneurial environment where passionate and innovative teams come together.
• Respect, teamwork and collaboration are at the heart of how we work.
• A workplace culture that prioritises employee wellbeing, with opportunities to get involved in initiatives such as Mental Health First Aiders, our Charity Committee, and DE&I communities
• A broad range of benefits, including flexible working, competitive salaries, health and wellbeing offers, pension schemes, insurance options, and more…
• Learning and development opportunities
• Your voice matters here, we value entrepreneurial thinking and innovation from our teams.