Customer Service Coordinator

Customer Service Coordinator - Clevedon

Our client, a major manufacturer of bearings for the automotive and aerospace sales unit, is looking for a Customer Service Coordinator to provide customer service and sales support.

The incumbent will be the main point of contact for both internal and external customers, manage and build customer relationships, process customer quotes, orders and enquiries in a timely manner meet customer requirements and satisfaction. Liaise between production/manufacturing sales managers and other departments to support the customer experience and work within the group and BU processes and in compliance with commercial conditions

What would you do?

• Acting as the primary liaison between customers and the company. This involves handling enquiries/queries, and feedback through multiple communication channels such as phone, email, and MS Teams
• Managing and processing customer orders quotes and enquiries accurately and promptly. Ensuring that all customer orders are fulfilled according to specified timelines and quality standards.
• Understanding and handle quotes, orders according to export requirements, process, documentation requirements and licences
• Liaison with other departments/channels on order/schedule deliveries and progress information for customers and advising dispatch and shipping details
• Supporting sales manager and finance/BU with resolving overdue invoices/payments and resolving issues,
• Maintaining detailed records of customer interactions, transactions, comments, and complaints. This helps in tracking and analysing customer service trends and performance metrics.
• Addressing and resolving customer issues/complaints in a timely and effective manner. Escalating complex issues to higher management when necessary.
• Ensuring that all customer service policies and procedures are followed. Updating and improving these policies as necessary to enhance service quality.
• Able to use office-based packages, word, excel and internal IT systems to support Reporting and Analysis: Order books/scorecards to review performance and delivery requirement in line with business requirements
• To develop and maintain effective and supportive working relationships with managers, external customers and internal departments by liaising as required for all aspects of customer services.
• Maintaining commercial office filing and records system, support site and group level initiatives e.g. ‘right from me’ approach and continuous improvement
• Assisting in the training of new customer service staff, support development/enhancement staff skills and knowledge.

What are we looking for?

• Excellent verbal and written communication skills are crucial for interacting with customers and team members effectively.
• The ability to quickly identify issues and develop suitable solutions is essential for maintaining customer satisfaction.
• Strong organisational skills are necessary to manage records, coordinate tasks, and ensure all customer interactions are tracked and documented accurately.
• Familiarity with internal systems to support customer relationship management and other relevant software is important for processing orders, managing records, and generating reports.
• Providing outstanding customer service requires empathy to understand customer needs and patience to handle inquiries and complaints with professionalism.
• Effectively managing time to handle multiple tasks and customer interactions efficiently is critical in a high-pace environment.
• Ability to analyse data and reports to identify trends and performance issues, and service improvement.

To apply, please send us a copy of your up-to-date CV clearly indicating your relevant experience.  Candidates must have an existing right to work in the UK and evidence of eligibility will be required.  Suitable candidates will be contacted immediately.