Customer Service Co-ordinator

Hours of Work:Monday to Thursday 8.30am – 5pm and Friday 8.30am – 2.30pm

Purpose of Role

To enhance customer satisfaction by acting as a pro-active first point of contact for customers and to ensure that all processing, administration and handling of orders/queries is dealt efficiently and effectively.

Key Tasks (Please note that this list is not exhaustive)

• Day to day Customer Service team interface for external customers and internal stakeholders
• Responsible for managing the end to end sales order process in accordance with pre-agreed metrics and company policies
• To receive and communicate all customer issues internally and drive the quickest resolution
• To proactively manage and review the open order book, check order statuses, account details and ensure that outstanding queries have been dealt with in the timescales agreed with the customer
• To ensure customer SAP data (details and requirements) are kept up to date and accurate
• To measure and monitor performance against agreed KPIs for nominated strategic accounts
• To pro-actively seek continuous improvement opportunities to improve overall efficiency of end to end processes and procedures
• Remain abreast of the product and market developments and provide feedback to customers as appropriate

Personal Qualities

• A ‘can do’ attitude
• Customer Focused
• Strong communication and inter-personal skills
• Demonstrable systematic and methodical working practises
• Ability to work to deadlines and prioritise own workload

Knowledge & Experience

• Microsoft Office skills, in particular must be proficient in word and excel
• A working knowledge of SAP would be advantageous

·Issue resolution and problem solving ability

·Previous experience in a similar role and experience within a manufacturing environment