Customer Service Coordinator
A vacancy has arisen for a Customer Service Coordinator based in our Harwich office.
The key purpose of this role is to ensure that external and internal customers get the very best service that can be provided within commercial confines. This will involve processing all customer orders in accordance with Company procedures and agreed service standards, maintaining close relationships with customers, sales, production and logistics providers to ensure supply in accordance with agreed service levels and managing any issues related to order delivery in consultation with the Customer Service Team Leader and the relevant commercial contacts.
Responsibilities
- Accurately input daily all customer orders into the computerised order processing system and deal with all types of orders, both domestic, European and export.
- Manage customer expectations on order delivery, maintaining regular communication with the customer in relation to all supply chain issues effecting order delivery.
- Facilitate all relevant documentation to ensure orders are supplied at no risk to the HCS business.
- Process customer complaint/ service failures, ensuring feedback loop to the initiating customer is complete, in accordance with Company procedures and agreed service levels.
- Co-ordinate with all plants, alternate storage locations & logistics providers to ensure all orders are delivered on time and complete.
- Maintain customer database in relation to order processing, ensuring all relevant information is accurate and updated to ensure smooth delivery of all orders.
- Ensure that all customer notes and customer HMRC approval details are accurately maintained and kept up to date on a continuous basis.
- Work flexibly and undertake other duties as required by the Customer Service Manager.
- To comply with all Company policies and procedures including those concerning health and safety.
- Provide cover to other CSRs in other business lines when required.
Qualifications and Experience
- Customer service / logistics experience and a high level of competence in OTC (Order to Cash) in SAP.
- Experience in exports is an advantage.
- The post holder will have excellent customer service skills, recognising both internal and external customer needs and will do their best to fulfil these, bearing in mind commercial constraints.
- Good communication and problem solving skills are essential together with an understanding of commercial priorities and the need to keep customers informed.
- Good team player, always willing to help colleagues.
- Ability to learn quickly and use initiative.
- Quick learner and flexible in approach to work.
- ‘A’ level education as a minimum.
- A second language would be a definite advantage.
Benefits
- 25 days holiday plus bank holiday increasing to 27 days with service
- Life assurance
- Company pension
- Healthcare Scheme
- Bike to Work / Electric Car scheme
- Volunteering days
