Customer Service Coordinator

• As Customer Service Coordinator you will be required to offer complete customer service, with a focus on order entry, communication of such and nonconformances
• To take customer orders accurately via phone, portal and email and computing these accurately and as efficiently as resources allow, ensuring box quantities and upsells are delivered at every opportunity
• Enter orders and back-orders accurately onto the required system as required, including computer invoicing, documentation and reviewing accordingly
• To manage customer accounts and highlight oversights, stocks, lead-times and other issues as and when they change

Customer Satisfaction

• Communicate internally with all departments to achieve customer satisfaction
• Identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency
• To administer the needs of all existing and new customers, by personal contact by phone, email and visit to ensure complete satisfaction and maximising of sales opportunities
• Work in Unison with Customer Service Coordinators to ensure all accounts are fully attended to, and that they are serviced appropriately and profitably
• Administer general account/invoice/credit note queries, including copies, and resolve or raise approved credits accordingly
• Review credit account facility in line with Company policy and be conversant with credit control procedures as required via use of Credit Safe programme, customer account review of trading figures and payment history
• Keep pricing structures up to date on the sales database
• Develop, maintain and enhance effective relationships with contacts within managed accounts, driving use of the portal when efficient
• Be the customers’ general point of contact, ensuring customer requirements are met where possible
• Up-date and maintain accurate records on the CRM systems by recording all correspondence and communication, ensuring activities and any non-conformances are clearly detailed and correctly actioned in a timely manner. The CSC will be required to keep customer information current allowing for easily retrievable information and data by others, for the production of marketing and sector performance analysis
• To report regularly to the Product Team Manager on any issues, workload and all other matters as appropriate including data, input, ideas, feedback and overall performance of territory and sales efforts
• To provide departmental cover
• To carry out any reasonable instructions given by management for the benefit of the Company

Reporting

• The Customer Service Coordinator will report into the Channel Manager