Customer Co-ordinator

Date: 13-Jan-2022

Location: Leek, United Kingdom

Company: Ornua Co-operative Limited

Job Description


Job Title:                    Customer Co-ordinator

Reports to:                Customer Supply Manager

Location:                   Ornua Foods UK Ltd, Sunnyhills Road, Leek, ST13 5RJ

Hours:                        Monday to Friday 08:45am to 17.00pm (1 hour lunch) – flexibility is required to meet with the demands of the business

Salary:                       £20,000  - £25,000 depending on experience


Benefits:                   Free Onsite Parking, 31 Days’ Holiday (rising with service), Company Contribution Pension, Subsidised Staff Canteen, Company Shop (offering discounts on products), Sports & Social Club, Staff Lottery, Discount on Bikes and Tech Scheme, Confidential Employee Assist Programme.




The Role:


To be the conduit between the Customer, Account Management teams and Supply Chain / Operations, in order to deliver outstanding service to Ornua Foods UK customers. Be the primary customer contact for all Supply Chain initiatives and issues and ensure a robust supply chain is developed to meet the on-going and future needs of the customer. Employ effective CRM techniques to ensure that internal and external customer requirements are met or exceeded.


Key Responsibilities:


  • Key customer contact and liaison for all OFUK / Customer supply chain activities.
  • Coordination of Supply Chain, Operations, Customers and BM’s to achieve business KPIs.
  • Custodian and proactive management of the order management process from receipt through to invoicing.
  • Timely and effective engagement with all key stakeholders - BMs, Customers, Supply Chain and Operations on all Supply Chain initiatives.
  • Timely and effective communication with all key stakeholders on order progress and completion.
  • Drive the Continuous Improvement agenda through the Customer Supply Chain.


Key Tasks:

  • As part of the Supply Chain team play a role in leading the development of the overall supply chain improvement programme, through contribution to performance improvement initiatives and development of the supply chain process
  • Seek improvement in all aspects of the supply chain
  • Facilitate effective change and improvements through influence of key stake holders (internal and external) to benefit the business, customers and shareholders alike.
  • Together with the wider Supply Chain management team, performance management of 3PLs partners including regular reviews, failure rectification plans and continuous improvement programmes
  • Regular review with Customer/BMs on key supply chain performance areas (service level, forecasts, stock holding)
  • The planning and organising of both his / her own time, resources and workload and also the time, resources and workload of the team in the most efficient and cost effective manner
  • Keeping the business informed of any supply related issues – customer communication
  • Record, report and review Customer Service Levels (CSL’s)
  • Maintain relevant departmental data in all systems


Other Duties

  • To be aware of and adhere to all Company policies and procedures
  • To undertake any other associated duties which my occasionally arise



Experience / Qualifications:



  • Minimum 3 years’ experience in a Customer engagement environment
  • Previous project management experience
  • Strong influencing and communication skills
  • Strong presentation skills
  • Competent in the use of Excel and Word
  • Proven ability to work in a team



  • Experience of working within an FMCG environment
  • Previous knowledge of EDI ordering systems


Key competencies

  • WORKING TOGETHER: Ensures own team effectiveness. Facilitates and leads cross-functional working.
  • Communicative: Applies advanced communication skills, considering impact on the audience and desired outcomes.
  • OWNERSHIP: Clarifies accountabilities, overlaps and gaps. Helps others remain motivated through difficult times.
  • CUSTOMER FOCUS: Advocates for the customers, balances customer and business needs and spots opportunities for growth.


Company Background


About Ornua

Ornua is a dairy co-operative which sells dairy products on behalf of its Member Co-ops; Ireland’s dairy processors and, in turn, Irish dairy farmers. It is Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, it has annualised sales of over €2.3 billion and a global team of 2,400 employees. Ornua operates from 10 business units worldwide, including 13 production facilities, and has sales and marketing teams working in-market across all four corners of the globe.  


The Group is structured across two divisions: Ornua Foods and Ornua Ingredients.


Ornua Foods is responsible for the marketing and sales of Ornua’s consumer brands including Kerrygold, Dubliner, Pilgrims Choice, Forto and BEO. Markets are served by production facilities and in-market sales and marketing teams in Africa, Asia, Germany, Ireland, the UK, the rest of Europe, the Middle East and the US.  


Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of dairy ingredients to food manufacturing and foodservice customers across the world. Ornua Ingredients is also responsible for managing volatility through de-risking and trading strategies. The business is supported by production facilities in Saudi Arabia, Spain, the UK, the US and by in-market teams in Africa and the Middle East. 


Growth for Good

Ornua is the home of Irish dairy. Our cooperative ethos is at the heart of who we are and how we do business.  Our global success would not be possible without the close collaboration, care, and commitment of our 2,400 strong team.  Ornua cares about building sustainable livelihoods for all our people, who in turn care about driving sustainable profits for our co-op members and the Irish dairy farming families we proudly represent.   


Ornua 2025 is our strategic plan that will help realise our vision for growth in the next five years. It outlines what we will do well, what we will do with the profits we generate, and what additional services we will provide to our members. We will be guided by 3 guiding principles; focus, simplicity and adding value to our volume and we will clearly define what market we will play in.


Together, we will grow for good – creating value for our Irish farming families and for our 2,400 strong, committed, and proud global team.



Job Segment: Sustainable Agriculture, Supply Chain Manager, Supply, Procurement, CRM, Agriculture, Operations, Technology