Customer Experience Coordinator

At Ontex, we are making everyday life easier across generations. Worldwide our 5,000 colleagues are taking pride in their work, guided by our values – Passion, Reliability, Integrity, Drive and Everyone. Every day they are developing, producing, and distributing affordable and sustainable baby, woman and adult personal care products.

As a leading international provider of personal hygiene solutions for retailer brands and healthcare partners, founded in Belgium in 1979 and listed on Euronext Brussels, we believe that innovation should be accessible to everyone.

As we continue being 'Here for you’, we’re looking for a Customer Experience Coordinator to join our Supply Chain team.

The Customer Experience Coordinator is responsible for managing customer orders and customers inquires, monitoring Days of Inventory at customer, protect service (OTIF), generate operational excellence routines with customers, propose and execute continuous improvement ideas to improve cost and service.

What is the scope of the job?

Scope is focused on NHS Supply Chain (key customer), Wales Stores, Distributors customers but not exclusive to them and scope could be adjusted accordingly to the needs of the company.

What am I expected to deliver, and what are my main tasks?

Handle Customer orders and identify adjustment needed to secure customer Service at the right cost.

Install wkly routines to secure progress on the Collaboration with our customers.

The Supply Chain Coordinator is expected to proactively identify opportunities to improve service, inventory management, operational efficiency, cost control, and customer satisfaction.

The role should support data-driven decision-making, root-cause analysis, process optimization, and implementation of sustainable corrective actions. A minimum of 2-3 improvement initiatives should be identified or supported annually.

Set up tools and best-practice processes within BE & UKI logistics and Customer Experience (CE) departments to standardize, measure and improve service and coat performance.

Apply Lean principles by reducing waste, eliminating non-value-added activities, improving process standardization, leveraging operational KPIs, and driving continuous improvements through structured problem-solving methods. Candidates should demonstrate a focus on simplification, efficiency, and prevention of recurring operational issues.

Achieve measurable improvements in customer service and logistics KPIs (Service Level & euro / CU)

Build Collaboration with the customer to enable continuous improvement agenda.

With whom do I need to collaborate to get the job done?

The role will work cross-functionally with Supply Chain, Manufacturing, Planning, IT, Commercial, Finance, Logistics Providers, and Customers

How complex are the situations I’m dealing with, and how do I solve problems?

I encounter differing situations, and solving them requires the identification of the issue, the application of judgment and the selection of a solution from my expertise and acquired knowledge

To find the solution I need to think within broadly defined policies and objectives

Qualifications & Experience

Minimum 3 years' experience in Supply Chain, Logistics, Customer Service, Distribution, Inventory Management, or Planning.
Proven experience managing inventory, stock availability, and customer service performance.

Experience using SAP or a similar ERP system.
Advanced Microsoft Excel skills.

Key Skills & Competencies

Strong analytical and problem-solving capability.
Experience working cross-functionally with multiple stakeholders. Collaborative team player.
Proactive and innovative.
Organized and structured way of working
Strong presentation and communication skills (Clarity and efficiency on delivering messages to the different levels of the organisation)
Deep understanding of operational excellence and problem solving frameworks

Ability to lead PDCA cycles and continuous improvement initiatives
Strong stakeholder and relationship management
Data-driven decision-making
Agility and resilience in a fast-paced FMCG and ambiguous environment
Ability to lead through influence rather than authority.
Strong project planning and execution capabilities.

If you're passionate about the role and believe you would be a great fit, we'd love to hear from you. We welcome candidates from all backgrounds to apply, ensuring a fair and transparent selection process. Should you have any questions, feel free to contact our HR department at fabrizio.gagliardo@ontexglobal.com.

Here for you.

ontex.com