Customer Service Support Coordinator

Role Purpose

To respond proactively to customer requirements from initial enquiry to completion of sale, in a cost-effective and profitable way, to ensure the customer is satisfied by the service received from the organisation and we have delivered what we promised in all aspects.

Key Responsibilities

• Receive, input, update and process customer orders into our system, recording any customer requirements.
• Progress orders establishing availability, ensuring our delivery promise is achieved and internal / external customers are updated.
• Respond to telephone enquiries in an efficient, friendly and professional manner, ensuring that the customer receives the information required in order to achieve a sale.
• Recognise and pass on relevant intelligence and or information to the appropriate internal source.
• Use good practice to resolve customer issues in a proactive, timely manner, ensuring customer needs are satisfied.
• Manage technical enquiries directly or indirectly based on the complexity and personal knowledge, to satisfy the customer’s requirements.
• Update personal knowledge of the company’s products and services to deliver a high level of service.
• Customer services experience within manufacturing businesses (technical / engineering products preferred).
• Experience of using ERP/MRP and data base systems, including order entry and stock management systems.
• Using Microsoft Word and Excel (including Pivot tables).
• Answering telephone customer service enquiries.
• K.P.I’s: Order Entry accuracy - Orders Processed - Number of Telephone Calls received

Person specification and background

• Numerate, analytical, able to manipulate and interpret data.
• Aptitude for accuracy, detail and spotting discrepancies.
• Good knowledge of Excel (including Pivot tables), Word and PowerPoint.
• Building effective relationships in a cross functional work environment.
• Communication and influencing skills.
• To work in a team, under direct instruction and under own initiative within guidelines.
• Working to deadlines, budgets and conforming to agreed operating guidelines.
• Flexible.
• Conscientious, always looking for opportunities to improve efficiency and quality of service.
• Proactive, as opposed to reactive.

Organisational values

• Progressive
• Agile
• Trusted
• Approachable

We encourage you to submit a supporting letter along with your application. This letter should highlight relevant experience and explain why you are a strong fit for the role.