Customer Service Coordinator

Purpose of this position 

• Provide first class customer service and take ownership of customers within your sector.
• Work effectively in a Customer Service Team, focusing on prioritisation of workload to meet agreed deadlines and SLA’s.
• Engage and develop relationships within the sector promoting full Siderise portfolio of products.
• Meet exceptional standards within the team to optimise sales opportunities and convert to orders.

Key responsibilities  

• Preparation and processing of customer quotations and orders.
• Processing orders with a ‘right first time’ mentality.
• Be the customer’s internal advocate; effectively communicate with customers using common language and managing expectations.
• Answering queries from customers.
• Liaising internally with other departments to see queries through, ‘start to finish’ for customers.
• Ownership of identified customers, including any incoming complaints.
• Checking of technical information and pricing according to data sheets and costing models.
• Maintain records to the highest standard, whilst processing in line with regulatory and company standards.
• Utilise ‘Customer First’ Values to enhance customer service experience at every opportunity.
• Deal with queries whilst working in a fast-paced environment and working towards departmental KPI’s.
• Report customer or system issues to the Regional Accounts Team Leader in a timely manner.
• Work closely and collaborate with Marketing, Technical Services, Operations and Manufacturing to coordinate and drive activities.
• Point of escalation as customer liaison on behalf of the department/customer.
• Contribute to the continuous business improvement process and to the meeting of business objectives.
• To always be an ambassador for the company, internally and externally.
• Comply with Fatal Risk Standards, Health & Safety Policy, and safe working practices, ensure responsibility for safety and discipline in work area and report accidents and ‘near misses’ in accordance with defined safety procedures.

The above outlined responsibilities are not exhaustive, and you may be required to carry out other tasks that are appropriate to your role in addition.

Qualifications

• Qualification in Business A level or higher (Desirable)
• Hold a grade 5/C or above in Maths and English G.C.S.E (or equivalent)

Job Function Technical Knowledge and Skills  

• Familiar with CRM systems (Essential).
• Manufacturing order process (Desirable).
• Familiarity with the industry (Desirable).
• Product knowledge (Training provided).
• Customer-focussed.
• Process driven.
• High commercial awareness.
• Excellent time management skills
• Ability to assess a situation quickly and respond in the appropriate manner.
• Communicate effectively at all levels – internally and externally with an excellent telephone manner and interpersonal skills.
• Ambitious in seeking training and/or further development.
• High levels of attention to detail and organisation
• Computer literate (Microsoft Office packages)
• Experience working on MS Teams
• Ability to work to deadlines and remain calm under pressure.
• Demonstrates ability and willingness to learn new skills.

Personal Attributes  

• Highly self-motivated and collaborative, using initiative and a “can do” attitude.
• Professional presentation style to customers and colleagues.
• Confident communication style, and able to engage at all levels internally and externally.
• Proactive approach to change and be innovative in sharing new ideas.
• Pro-active and results-orientated, focused on meeting schedules, deadlines and performance goals.
• Ability to learn quickly.