Permanent
Customer Services
Melksham

Customer Service Coordinator

Ref: 3573| Posted: 17th Jul 20182018-07-17

Customer Service Co-ordinator, Melksham, Wiltshire

Our Client has a vacancy within the Customer Services Department for a Customer Service Co-Ordinator

Salary: £22,000 - £24,000 per Year

Location: Melksham, Wiltshire

Hours: Monday – Friday:  37 hours/week between 8am & 4:30pm (Finish early on friday)

Purpose of Position:

  • Accurate and timely processing of SAP ERP Customer Information, Purchase Orders, Delivery Schedules, Sales Orders, Quotes, Order Acknowledgments, Quality Notifications and maintenance of order books.
  • To be a Customer Advocate, promoting the needs of the customer within the Service Delivery Department & other departments.
  • Accurate and timely use of the Service Delivery CRM system to record customer contacts, customer issues, project information, complaints and tasks.
  •  Maintain up to date shared data
  •  Liaise with other departments through email, telephone, ad hoc face to face and scheduled meetings to resolve issues relating to service delivery in line with the commitments given to the customer. 
  • Accurately minute inter-departmental and customer meetings attended.
  • Daily service delivery communications with customers typically by telephone and email both inbound and outbound. 
  • Occasional support at customer facing meetings on or off site may be required.

Experience:

  • Experience communicating service information with customers via in bound and out bound emails, telephone calls, conference calls and occasional customer meetings.
  • Rapport building with repeat customer company key contacts.
  • MRP system use for some or all of the following; order book management, schedule management, purchasing, expediting, quoting or invoicing.
  • Strong organisational, time management, prioritisation and administrative skills.
  • Experienced communicating with other key departments to obtain information or commitments on behalf of the customer.
  • Customer service experience and some purchasing, order processing, commercial, sales or account management understanding.
  • A manufacturing industry or multi-channel reseller background is preferred.
  • Experience in recognising customer service delivery complaints.
  • Experience in using appropriate escalation routes where achievement of service deliveries commitments are at risk.
  • Experience of achieving or supporting the achievement of business KPIs

Main Responsibilities / Duties:

  • Maintain accurate SAP order book information in line with customer requirements and company commitments.
  • Develop positive relationships with key customer company contacts, proactively communicating service delivery information.
  • Achieve Service KPIs to process all purchase orders, sales order acknowledgments, quotes, order book status updates and order book re-alignments within the Service Level Agreements in place with customers.
  • Respond on time to commitments given for requests for information.
  • Maintain the CRM information to ensure it is current, accurate and effectively used to manage tasks.
  • Develop constructive and proactive working practices and relationships with other departments to enable customer advocacy and obtain commitments from internal suppliers.
  • Identify and resolve risks to on time delivery to commitment, escalating through the appropriate management chain if required.
  • Identify and provide initial response to Service Delivery Complaints, record these in the appropriate way and escalate through the appropriate management chain.

The C&D Group are acting as an employment agency in regards to this role