SDS Customer Operations Associate

About the role

We are currently working with a global consumer electronics brand that is continuing to enhance its customer operations across the UK.

We are looking for a Customer Operations Coordinator to support the day-to-day management of customer delivery operations, logistics escalations, and e-commerce support activities. This role will help ensure a seamless customer experience across online orders and deliveries.

This is a 12-month contract role, initially at 5 days in the office, at £140 per day. 

This is a hybrid role based in the London area.

Key responsibilities:

• Act as the main point of contact between Customer Service, warehouse teams, and logistics providers for delivery-related queries.

• Manage customer delivery issues and escalations through internal ticketing systems.

• Investigate delayed, failed, or cancelled deliveries and coordinate resolutions with logistics partners.

• Track and resolve customer order issues using internal systems and operational data.

• Manage order cancellations and ensure timely communication with customers and internal teams.

• Work cross-functionally to resolve operational issues impacting customer experience.

• Maintain accurate records of customer interactions, resolutions, and operational updates.

• Monitor and report on customer service and delivery performance metrics.

• Identify recurring issues and support continuous improvement across logistics and customer operations processes.

• Assist with maintaining and updating operational procedures and documentation.

Your background:

• Previous experience within customer operations, customer service, logistics, supply chain, or e-commerce support environments.

• Strong analytical and problem-solving skills with the ability to investigate issues across multiple systems.

• Excellent communication and stakeholder management skills with a customer-focused approach.

• Experience using ticketing systems and operational support tools.

• Ability to manage multiple priorities in a fast-paced operational environment.

• Strong attention to detail and organisational skills.

• Comfortable using Microsoft Office applications including Excel, Word, and Power BI.

• Exposure to direct-to-consumer or e-commerce operations is beneficial.

• Flexibility to support occasional weekend and evening shift coverage on a rota basis.

Please apply.