Customer Service Coordinator

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:                                 £30,000 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.