Customer Service Coordinator

Job Description

Our world-renowned client is a global leader in their field, providing advanced solutions to their customer base. This business is now looking for an experienced Customer Service Coordinator to join their team in Warwick. Reporting directly to the Customer Service Team Manager and Team Leader the successful candidate will take ownership and use initiative in order management for a portfolio of customers as well as being responsible for meeting agreed sales and customer service targets and KPIs. Working in close collaboration with the Sales teams to ensure their customers have on-shelf availability to suit end consumers. In return, you will work for a globally recognised company that offers a generous benefits package alongside product discounts.

Main Responsibilities

• Utilise all available contact channels/sales tools to increase sell out and improve customer service levels alongside Sales opportunities and campaigns.
• Be a Brand Ambassador, understanding the products and customers’ requirements.
• Proactively manage a portfolio of customers to increase sell-outs in accordance with sales growth plans.
• Work in conjunction with Sales and Marketing to support key initiatives and product launches.
• Communicating with all 3PL Providers.
• Analysing Sales trends and analysis for your agreed target customers.
• Work with Sales teams to refine target customers and contact data to improve campaign efficiency and contact strategy.
• Conduct customer satisfaction surveys to evaluate and improve service offerings.
• Manage orders and customer order books to ensure they are in line with agreed targets/campaigns.
• Successfully communicate any order changes with a view to maintaining the ordered quantity and service levels where possible.
• Maximise any opportunities to deliver early and deliver optimally wherever the possibilities arise in line with customers’ needs.
• Proactively see opportunities to advertise and enhance the company’s brand power.
• Take responsibility for all customer queries relating to your agreed target customers and proactively manage it to resolution.
• Time and task management, to ensure every task is executed to a high standard.
• Able to use and promote the use of the bespoke portal to enhance customers’ needs and experience.

Key Skills/Experience

• Minimum of 2 years of Customer Service experience in any field.
• Problem-solving, organisation and planning, eye for detail, high standard of work.
• Excellent communication skills both internally and with customers.
• Preferred experience in outbound call centre or order desk environment.
• Systems literate with preference of SAP.
• Microsoft Office literate, including Outlook and Word.
• Must be experienced with the use of Excel including pivot tables, vlookups, and formulas – To be tested at interview.

Additional Information

• Group Income Protection
• 25 days holiday + Bank holidays and holiday purchase scheme
• Staff discount scheme and reward platform
• Hybrid working is available after the training period.
• Employee assistance programme and wellbeing day.
• This is a full-time permanent role working Monday to Friday 37.5 hours per week either 8.30 am – 5 pm or 9 am – 5.30 pm with hybrid working available after a successful training period.

If you would like to apply for this opportunity, please submit an up-to-date CV including details about your current or most recent salary and your availability/notice period to . You can also call Matt Hartwell on 01295 983578 for a discreet and confidential discussion about the role.