Customer Service Representative

This position is based on site in Hull, United Kingdom.

At AAK Hull, we operate the UK's largest refinery for edible oils and fats at our King George Dock site and supply ingredients and finished products to businesses in the food manufacturing, baking, foodservice, and retail sectors. We enjoy working closely with customers to co develop bespoke products in our well equipped Customer Innovation Centre.

About the role

As a Customer Service Representative within AAK's Supply Chain team, you will play a key role in delivering outstanding service and operational support to our valued customers. Acting as a central point of contact for customer accounts, you will manage order processing activities, maintain accurate data, and ensure timely communication across internal and external stakeholders. You will be responsible for handling multiple priorities in a fast paced environment while maintaining exceptional attention to detail and a strong customer focused approach.

In this role, you will work collaboratively with cross functional teams to resolve supply and delivery challenges, support stock management activities, and contribute to continuous operational improvement. Through proactive communication and effective problem solving, you will help ensure a seamless customer experience while supporting AAK's commitment to service excellence and high quality outcomes.

Responsibilities

• Process and oversee customer sales orders, ensuring accuracy and timely fulfilment for assigned accounts
• Ensure all orders align with lead times, minimum order quantities (MOQs), and make to stock (MTS) or make to order (MTO) requirements
• Allocate orders in line with contractual agreements and business requirements
• Utilize SAP, Outlook, Word, and Excel effectively for order processing, reporting, and communication activities
• Monitor stock at risk and coordinate extensions or corrective actions to minimise operational impact
• Track and manage daily shortage reports, proactively addressing supply related challenges
• Gather, maintain, and analyse relevant operational data to support business decision making and process improvements
• Maintain professional and effective communication with customers and internal stakeholders via email, telephone, and Microsoft Teams
• Collaborate with relevant departments to ensure adequate stock levels and resolve shortages efficiently
• Provide support and coverage for team members during absences to ensure continuity of operations
• Participate in daily and weekly meetings, contributing to team alignment and operational objectives
• Support continuous improvement initiatives within customer service and supply chain operations

About you

• 2-3 years of experience in customer service in a similar role and/or a degree in a related field
• Excellent English and maths skills
• Proficient in SAP and Microsoft Office, especially Excel
• Experienced in order entry, debit/credit notes, complaint resolution, and delivery follow up
• Skilled in direct customer communication via email and phone with a strong customer centric focus
• Full time role requires a multitasker who is stress resilient, accountable, energetic, positive, and a strong team player
• Experience in the order to cash process and knowledge of exports is a plus
• Ability to drive is a plus but essential

In return AAK offers

• 10% non contribution pension
• Bonus scheme
• UK Healthcare scheme
• 25 days holidays plus bank holidays
• Group life cover
• Group income protection scheme
• Ride2Work scheme

AAK prohibits discrimination based on race, colour, sex, sexual orientation, age, national origin, physical or mental disability, religion, veteran status, and any other class of individuals protected from discrimination under state or federal law in any aspect of employment and application for employment.