Customer Service Coordinator

Job Description

[Employer hidden — sign up to reveal] UK&I have an exciting 1 year fixed term opportunity for a Customer Service Coordinator to join our team in Milton Keynes. Reporting to the Customer Service Specialist, this role plays a pivotal role in delivering excellent customer service and order fulfilment by ensuring that all sales orders and enquiries are processed in a professional, timely and cost-effective manner.

Key Responsibilities

• Receipt and thorough entry of customer sales orders into SAP ensuring all information is correctly captured.
• Control administrative process from placement of the order to delivery, using relevant operating procedures and systems.
• Maintain standards for the quality of call handling and resolution of queries and the quality of written queries.
• Full ownership dealing with all customer queries (phone and email) efficiently and effectively.
• Detailed order book management to manage and communicate any supply or delivery issues to ensure OTIF target is achieved.
• Deliver excellent customer service through product knowledge, practical advice, empathy and patience.
• Manage workload efficiently in a busy environment.
• Develop professional working relationships with customer base and sales managers.
• Record all customer complaints on the Complaint Notification systems. Investigate, resolve and close within agreed timescales.
• Monitor and evaluate personal performance to enhance individual/team results in line with departmental KPIs.
• Provide support and assistance to colleagues through back up support, training and adopting good team ethics.
• Support continuous improvement initiatives.

Key Skills and Experience

• Passionate about delivering excellent customer service.
• Experience working within a busy and detailed orientated customer service environment.
• Proven experience in resolving customer queries and demonstrating strong problem-solving abilities.
• Strong interpersonal and communication skills.
• Outstanding organisation and prioritising skills.
• Ability to work on your own initiative while being an effective team player.
• The ability and willingness to learn technical products and processes.
• Ability to thrive in a fast paced & detailed environment.
• Minimum 2 years' experience in customer service or sales support, ideally in manufacturing, retail, or construction industries (desirable).
• Proficiency with CRM systems and Microsoft Office Suite / Google Workspace (desirable).

Benefits

We offer a range of benefits that include: A competitive base salary, substantial bonus, 25 days annual leave plus Bank Holidays, company matched pension contributions between 4% and 8%, life insurance, Employee Assistance Programme, gym discounts and access to a discounts platform.

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] is a new name backed-up with over 180 years of roofing experience and knowledge. Bringing together trusted local brands such as Redland & Icopal to become the largest supplier of roofing and waterproofing solutions throughout Europe. With over 120 production facilities across Europe, Africa and Asia, and more than 9,800 employees worldwide, we're well positioned to offer unparalleled experience and innovation. Our roofing products and systems are designed and manufactured in the UK. We have multiple manufacturing sites and distribution depots across the UK and Ireland with our UK&I Head Office based in Milton Keynes. Across these sites we offer a wide range of opportunities; from dedicated sales managers and technical experts to skilled operators. We are One [Employer hidden — sign up to reveal]. We embrace and recognise our differences and unique qualities. We are an equal opportunities employer. If you need any help or adjustments during the recruitment process, please contact [Employer hidden — sign up to reveal].