Customer Fulfilment Advisor
Mells
40 hrs (M-F) Flexible working 3 days in the office 2 days at home
Competitive salary, bonus and benefits
At Marshalls plc, we believe building tomorrow's world starts with what we can create together today. Since the 1890s, we've grown from a Yorkshire stone business into a leading UK manufacturer of building, roofing and landscaping solutions. Built on generations of expertise, we're known for quality, innovation and sustainability, helping our customers bring their vision to life and create places that work today and last for generations. Together, we're building tomorrow's world.
Marshalls Civils & Drainage part of our building products division design, engineer and manufacture precast solutions that support critical infrastructure and civil engineering projects.
Joining our team means being part of a business that thrives on solving complex challenges and delivering infrastructure with confidence at every stage.
So, what’s the mission?
In this role, you'll be the key link between our customers, sales teams, and logistics, ensuring seamless order processing and delivery. Your attention to detail and problem-solving skills will help keep everything running smoothly while driving continuous improvement.
- Order Management: Accurately input and manage orders, ensuring delivery timescales are met and any amendments are handled efficiently.
- Delivery Coordination: Work closely with Customer Fulfilment and Logistics teams to confirm and adjust load building for on-time, in-full (OTIF) delivery.
- Issue Resolution: Escalate on-site issues with customers or hauliers, minimising order disputes and ensuring smooth offloading at destinations. Logging customer complaints and coordinating a timely resolution for the customers.
- Cost Monitoring: Flag any additional costs related to order amendments to the internal sales team.
- Process Improvement: Identify and suggest enhancements to streamline order processing and delivery operations.
- Customer Support: Be the go-to person for delivery notifications, keeping all stakeholders informed and satisfied.
- Team Collaboration: Provide support and cover for colleagues as needed, ensuring top-notch service and efficiency.
Ready to make a real impact? Join us and help shape a seamless, customer-focused order fulfilment experience!
What are the mission-critical skills?
- Previous experience within a Sales Operations, Customer Service, Order Fulfilment, Aftercare, or similar customer-focused environment.
- Experience managing customer enquiries relating to delivery, product quality, aftercare, order fulfilment, and service resolution.
- Experience analysing customer feedback, complaints, and trends to identify improvement
- Proven ability to drive swift and effective resolution of customer queries, complaints, and escalations while maintaining a positive customer experience.
- Strong attention to detail and critical thinking skills, with the ability to identify root causes and implement appropriate solutions.
- Excellent verbal and written communication skills, with the confidence to engage professionally with customers and internal stakeholders.
- Highly resilient, remaining calm, professional, and solution-focused when handling challenging situations or high workloads.
- Ability to follow established processes, policies, and procedures while ensuring compliance and accuracy.
- Proficient in the use of Microsoft Office applications, including Outlook, Excel, and Word.
- Strong organisational skills with the ability to multitask, prioritise workload effectively, and focus on key customer requirements.
- First-rate interpersonal skills, with the ability to build and maintain positive working relationships with both internal and external customers.
- Demonstrates ownership, accountability, and a commitment to delivering exceptional customer outcomes.
Desirable:
- Knowledge of heavy building materials, construction products, or heavy goods distribution and logistics.
- Previous experience using customer complaint management systems, CRM platforms, or case management software.
- Understanding of order fulfilment, delivery processes, and aftercare support within a product-based business.
- Experience working cross-functionally with operations, logistics, quality, manufacturing, or supply chain teams to resolve customer issues.
- Familiarity with service level agreements (SLAs), customer performance measures, and continuous improvement principles.
Why join Marshalls?
Our colleagues have been at the heart of Marshalls for generations and will continue to be the driving force behind our success for generations to come. That's why we're committed to creating opportunities for our people to develop their skills, grow their careers and realise their potential. Visit www.marshalls.co.uk/careers to learn more about us!
What’s in it for you?
- Water Management Bonus Scheme
- Hybrid working, with two days a week
- 26 days' holiday plus bank holidays
- Guaranteed Christmas shutdown
- Healthcare Cash Plan, helping towards dental, optical, prescriptions and much more
- Enhanced family leave policies, available from day one
- 5% employer matched pension scheme
- Ongoing learning and development opportunities
- Cycle to Work scheme
- Employee discounts on Marshalls and Marley products
- Discounts with hundreds of leading retailers
- Access to the Marshalls Wellbeing Centre, supporting your Move, Money and Mind goals
- Share Purchase Scheme
- Life Assurance
Equal Opportunities
Whoever you are and whatever your background, you'll find a fair and supportive workplace at Marshalls. You're unique, and we want you to bring your whole self to work every day. We're committed to ensuring equal opportunities for everyone. To us, this is more than a legal, moral or ethical responsibility, it's the right thing to do. We want our colleagues to reflect the diverse nature of the communities we serve and create an environment where everyone feels valued and respected. At Marshalls, you're valued for the contribution you make, and where you can grow and develop by being entirely yourself.
Every great build starts with strong foundations. Start yours here.
Applications close on 14th October 2026
No Agencies, thank you!
INDHP
Skills Required
- Previous experience in Sales Operations, Customer Service, Order Fulfilment, Aftercare, or a similar customer-focused environment.
- Experience managing customer enquiries relating to delivery, product quality, aftercare, order fulfilment, and service resolution.
- Experience analysing customer feedback, complaints, and trends to identify improvements.
- Ability to resolve customer queries, complaints, and escalations quickly and effectively while maintaining a positive customer experience.
- Strong attention to detail and critical thinking skills, including root-cause identification and solution implementation.
- Excellent verbal and written communication skills for engaging with customers and internal stakeholders.
- Resilience and the ability to remain calm, professional, and solution-focused during challenging situations or high workloads.
- Ability to follow established processes, policies, and procedures while ensuring compliance and accuracy.
- Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
- Strong organisational skills, multitasking ability, workload prioritisation, and focus on customer requirements.
- Strong interpersonal skills and the ability to build positive internal and external working relationships.
- Ownership, accountability, and commitment to exceptional customer outcomes.
- Knowledge of heavy building materials, construction products, or heavy goods distribution and logistics.
- Experience using customer complaint management systems, CRM platforms, or case management software.
- Understanding of order fulfilment, delivery processes, and aftercare support in a product-based business.
- Experience working cross-functionally with operations, logistics, quality, manufacturing, or supply chain teams.
- Familiarity with service level agreements, customer performance measures, and continuous improvement principles.
What We Do
Marshalls is a leading off-price retailer that offers a wide variety of brand-name and designer apparel, footwear, and home goods at prices significantly lower than traditional department stores.
