Customer Services & Order Processing Supervisor

About Us

Solus Scientific, part of PerkinElmer, is a well-established manufacturer of highly efficient testing systems for the global food safety industry. Our products help customers rapidly detect pathogens, allergens, and raw meat species, supporting safer food supply chains worldwide.

Based in Mansfield, we combine the stability of a global organisation with the close-knit feel of a local team.

The Role

We are seeking an experienced Customer Services & Order Processing Supervisor to lead day-to-day customer service and order processing activities while having a dotted line-managing one team member.

This is a hands-on role where you will balance operational responsibility with light people management, ensuring orders are processed accurately, delivered on time, and supported by excellent customer service.

Key Responsibilities

Customer Services & Order Processing

• Ensure the timely and accurate processing of all customer orders
• Process and maintain customer standing orders and special pricing agreements
• Act as the main point of contact for customer enquiries relating to orders and invoices
• Create and issue customer delivery notes
• Monitor customer satisfaction via Customer Comment Forms
• Manage/maintain/support key accounts working with the commercial team

Team Leadership

• Dotted line-manage one team member, providing day-to-day guidance, support, and workload prioritisation
• Support training, development, and performance feedback
• Ensure consistent service levels and adherence to processes

Pricing, Systems & Compliance

• Maintain and update customer pricing on Sage from quotations and agreements
• Ensure compliance with ITC requirements
• Prepare weekly/monthly sales reports and KPIs for internal stakeholders

Logistics & Export

• Prepare export documentation and arrange overseas shipments with nominated couriers
• Produce Certificates of Origin via the local Chamber of Commerce
• Prepare product documentation for distributor import permits
• Coordinate direct shipments from suppliers to customers

Stock & Purchasing

• Manage stock control for OEM and distributed products working with the Demand Planner
• Arrange stock reservations for customers and distributors
• Support monthly stocktakes and process adjustments on Sage

Administration & Quality

• Manage incoming company emails (sales, info, enquiries) and telephone calls
• Carry out internal ISO audits and update Q-Pulse
• Prepare monthly KPIs for Customer Services and Warehouse performance

Person Specification

• 7–10 years’ experience in a busy, varied customer service or operations environment
• International business experience across customer service and operations
• Previous experience supervising or mentoring at least one team member
• Strong customer service ethos and professional communication skills
• Highly organised with excellent attention to detail
• Proactive, able to use initiative, and keen to learn
• Experience using Sage 50 and/or CIM50 (the latter is desirable)