Customer Service Coordinator

Job Description

The role of the Customer Service Co-Ordinator is to manage a number of key strategic whole accounts based in EMEA.The aim is to ensure our customers are having the best experience we can offer and support our Sales Representatives and internal departments with questions, concerns and demands that arise regarding accounts and orders. This position reports to the Senior Customer Service Manager

Responsibilities

• Respond to all customer queries in a timely and efficient manner
• Provide strong administrative and customer service support to both the customer and sales team.
• Become an “expert” in your customer group
• Keep your manager informed of any challenges with your customers/orders etc on a weekly basis
• Enter orders into SAP where required.
• Analyze order book and inform customers and sales teams of any challenges preventing the orders from shipping.
• Ensure orders are accurate and as the customer requested them by reviewing them prior to the shipping window opening.
• Communicate and key customers on a regular basis to review the shipping season, and prepare for the next one.
• Check error and order book reports daily to ensure orders are reaching our customers on time.
• Facilitate and support cash collection activities and keep sales teams in the loop throughout the process.
• Review aged debt with the sales team to ensure all parties are aware of any credit concerns.
• Build and develop strong working relationships with external and internal customers.
• Assist customers with pricing, credits, invoices and terms.
• Investigate initial requests for returned items, negotiate with customer to keep items and correct the situation as needed; complete appropriate RA paperwork in timely manner.
• Provide strong support for all sales reps in terms of order book management information, and any associated risks to the orders.
• All other duties and special projects as assigned

Knowledge and Experience

Through a minimum of two to three years of general office experience, you must be able to demonstrate acquired skills and measurable success in each of the following areas:

• Good working knowledge of Microsoft Office, in particular, Excel
• SAP experience is desirable, but not essential
• Excellent communication and organizational skills
• Passionate about customer service
• A keen eye for detail
• Excellent verbal and written communication skills

Qualifications and Achievements

Personal and Leadership Skills

Through experience, you must be able to demonstrate achievement over time in the following areas:

• Excellent time management skills
• Enthusiastic positive person who embraces work with a sense of urgency and persistence.
• Ability to work within a team environment, contributing and sharing best practices, resources and ideas
• An interest in sports and fashion would be highly beneficial

Please note that this role is 4 days working in our Milton Keynes office, and 1 day working from home.