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Our client is seeking an experienced Customer Service Coordinator.
Location: Dartford, Kent
Hours: full time, flexi and hybrid
Min of 2 days in office to include Tuesday
Salary: £25,000 pa + excellent benefits including 3% non contractual bonus
Customer Service Coordinator - Job Summary,
The Customer Service Coordinator serves as a liaison between customers and internal departments. The Customer Service Coordinator is accountable for enhancing customer relations, increasing customer loyalty and in turn increasing commercial growth.
Customer Service Coordinator - Responsibilities and Duties
- Support customers’ enquiries through multiple communication channels including phone, email, and chat.
- Follow-up of enquiries for general questions with other internal departments, liaising as needed including Quality, Regulatory, Technical, Supply Chain, Commercial, Shipping, Finance, Production and Planning departments.
- Facilitating customers issues resolution, including progressing customer complaints to completion (RMA creation, coordinating returns, credit notes/invoices as needed)
- Enter and process orders including calculating transit time and freight.
- Proactively communicate with customers to inform them of at-risk orders (fulfilment issues, delivery delays, etc.)
- Maintain accurate customer database and information on profiles.
- Responsible for customer quotations for new business & follow-up on open quotes.
- Maintain price lists and send them to customers when requested.
- Process new user registrations, pricing requests and requests for order changes or cancellations, assist customers with platform questions or issues.
- Work independently and as a member of the team providing back-up & vacation coverage for other Customer Service Coordinators as needed to support the business.
- Ability to handle a variety of nonstandard and complex inquiries.
- Understand the root issue the customer is facing and other related issues that may arise.
Customer Service Coordinator Key Requirements
- Minimum of two years (2) of direct customer support experience required; experience with business-to-business, quality, and/or regulatory experience strongly preferred.
- Minimum of High school diploma or equivalent is required; with some college preferred.
