Customer Services Co-ordinator

The Customer Service Co-Ordinator is a pivotal role in delivering best-in-class customer service and overseeing the administrative processes of the business.

This role requires strong leadership skills, excellent communication skills, a commitment to continuous improvement. 

The Customer Service Co-ordinators is the first point of contact for customer inquiries, including technical support. You will provide essential support to the Customer Service Manager, ensuring smooth daily operations, maintaining ERP systems, and fostering strong relations ships with customers and suppliers. Your role will involve accurate sales order processing, handling technical queries and coordinating procurement in line with production needs.

The Role 

· Establish and maintain strong relationships with key customers, addressing their needs and concerns proactively.

· Act as a primary point of contact for customers, handling enquiries, troubleshooting issues, and ensuring timely responses and resolutions.

· Support the external sales team by addressing customer-related questions during pre- and post- sales phases including the management of unpaid invoices.

· Provide support to clients, ensuring that products are successfully onboarded and integrated ensuring customers are fully trained on the use of their IoT monitoring devices and portal.

· Provide Support to the finance team by handling questions about invoices and resolve any confusion related to billing.

· Communicate any finance related policies to the customers in a clear and customer-friendly manner.

· Organise financial documentation such as request of copies of documentation.

· Monitor and improve customer service response times and satisfaction.

· Work closely with wider business to meet SLA deadlines keeping all stakeholders informed of progress.

· Manage procurement tasks related to the running of the business in line with the commercial boundaries of budget and quantities, including working with suppliers and coordinating deliveries.

· Ensure that components are sourced and delivered on time to meet customer expectations, ask for assistance from Design and Development where needed

· Serve as the main contact for customer inquiries adhering to SLAs.

· Maintain the ERP system, ensuring accurate product data, including Bills of Materials and price lists.

· Optimise the supply chain efficiency to minimize lead times, inventory stock holding and improve cash flow.

· Process Sales orders, quotations, and invoices, ensuring accuracy and adherence to commercial controls

· Coordinate with internal teams (technical support, sales, and engineering) to resolve customer issues.

· Ensure accurate and documented briefing of orders into the business to ensure customer requirements are fully met.

· Become an expert in the companys IoT monitoring devices, ensuring you can provide technical advice to customers when needed.

· Regularly update your knowledge of the industry and our products to effectively support both customers and internal teams.

· Gather and analyse customer feedback, passing on insights to the product development, sales, QC and Production teams to improve products and services.

· Implement strategies to enhance customer loyalty and retention.

· Monitor and report on sales metrics (e.g. quote conversion, pipeline, sales vs forecast and cost versus actuals) and implement corrective actions as needed to optimise performance.

· Track customer issues in the CRM system, ensuring timely resolution and adherence to SLAs.

· Implement and maintain all associated documentation for processes and procedures

· Collaborate with the QC Technician to support and maintain quality control systems, including root cause analysis and corrective actions.

· Participate in inventory stock takes and take accountability for accurate inventory management within the ERP system

· Ensure company systems are used correctly and accurately kept up to date

· Serve as the main contact for customer inquiries

· Assist in onboarding new clients and provide product training and technical support.

· Manage procurement requirements in line with production schedules.

Contribute to continuous improvement initiatives to enhance the customer experience.

The Candidate

· A can do, confident, friendly, solutions driven approach

· At least 5 years experience in a B2B customer service / sales support role for a manufacturing business

· A demonstratable track record in maintaining positive working relationships with both internal and external partners

· Exceptional organisational skills and the ability to manage multiple conflicting priorities

· Experience in handling administrative processes and solving challenges in a professional manner

· A head for detail and accuracy

· A natural curiosity and willingness to learn and improve

· Exceptional written and verbal communications skills with the ability to clearly convey technical information and provide best-in-class customer service

This is an office based role, the working hours are Monday - Friday 8am -4:30pm or 9am-5:30pm .

On offier is: 

· Holiday: 25 days holiday + public holidays  
· Pension: Company and personal contribution
· (on completion of probation)
· Benefits: Subsidised gym membership, Cycle to Work
· Scheme, Perks at Work (Discounts & Savings),
· Employee Assistance Programme (on completion of probation)

Please apply today for immediate consideration.