Job Details

Full Time - Customer Service Co-ordinator
40 hours per week 9am to 5.30pm with hour unpaid lunch break.
Monday to Friday.

Administration duties will include supporting the Customer Service Department. Undertaking order entry and data inputting into the business system along with other daily admin tasks.

Experience
Ability to demonstrate how our corporate values will be applied in the workplace. (Caring, Challenging, Trusted, Responsive, Tenacious).
Customer Service
Data input
Performing to a high level in a fast paced environment.
Personable and Welcoming.
Proactive and take ownership.
Extremely organised
IT literate
Attention to detail.

Primary internal point of contact for a defined customer base, working with and supporting internal and external teams to achieve business objectives and service goals.

Key tasks include handling day-to-day customer enquiries, management of orders through the supply chain, liaising with other departments/suppliers to meet customer requirements, inventory/stock management and associated forecast analysis, complaint reporting and pro-active resolutions to challenging situations. Support European Transport and Logistics provider.

The focus is to deliver world-class customer service in a fast paced environment to delight customers and grow our business.
Areas of Responsibility Key Accountabilities
Health & Safety To be accountable for own health and safety whilst at work, operating in line with company procedures to enable a safe working environment. To raise any unsafe acts seen immediately with individual(s) concerned and immediate reporting of health and safety incidents to management.
Order Management Process new and repeat customer orders within defined lead dates and agreed customer service level agreements. To up-sell at appropriate opportunities to encourage further business. Understanding of customer's product portfolio.
Inventory Management Pro-actively reduce made to order stock residing in the warehouse through daily review and customer liaison.

If require - Analyse customer forecasts and forward plan stock replenishment orders to meet pending demand in line with defined lead dates and agreed customer service level agreements. Daily review of replenishment orders to balance stock holding levels against customer delivery call-offs.

Third Party Suppliers Place purchase orders for non-manufactured products on external suppliers to meet customer requirements - Samples
Complaint Management Acknowledge customer complaints and report dissatisfaction/failures in line with procedures. Discuss solutions with customers and follow through those actions to ensure customer is satisfied and where appropriate, complaint resolved.
Communication Build strong relations with the Territory Manager by sharing internal and external information, and acting as the main liaison for other areas of the business to provide a united service to customers.

Build strong relations with customers, gaining insight to their business. Keeping them informed of the current status of their orders or answer any other queries that may rise at either the company's or customer's directive. To ensure a professional line is presented at all times, managing customer expectations as appropriate in line with the business priorities.
Continuous Improvement Work with the team and other colleagues within the company to improve team and cross-departmental relations, flexibility and efficiency in our service offerings. To continually challenge and develop our process flows and methods of operating to deliver upon our customer excellence programme.
Account Management Ensure all documentation and records (such as price lists, customer records and account notes) relating to each customer account are accurate and reflective of current working practices.

To keep the department manager up to date with account progress, product and range development, and highlight any problems or issues with any area of customer services to ensure we continue to delight customers.
Quotation Management Pricing of new customer enquiries.