Sales Support Coordinator

Location: SolihullDepartment: Sales Support DepartmentHours: 25 hours per week, Monday to Friday, 09:30 – 14:30About the Role:We are currently seeking a Customer Support Coordinator to join our dedicated team based in Solihull. This is a part-time role (25 hours per week) that involves delivering exceptional customer support, handling queries, offering advice, and ensuring the efficient processing of requests in line with our service standards and company procedures. You will work closely with both internal sales teams and external customers, ensuring a seamless customer experience through various communication channels.Key Responsibilities:

• Process all customer orders received via mail, fax, email, or telephone, ensuring customer requirements are met efficiently and in line with department service level agreements (SLA).
• Support the onboarding process for the relevant customer portals.
• Manage and promptly process warranty requests, ensuring timely resolution.
• Process both residential and commercial external orders, following department SLAs and agreed procedures.
• Ensure data accuracy when handling requests, assisting internal teams with their projects and activities.
• Provide internal sales teams with necessary marketing materials, ensuring requests are fulfilled in line with department SLAs.
• Maintain the highest level of customer service for both internal and external customers at all times.
• Adhere to all company, functional, and team policies and guidelines, ensuring compliance with processes and procedures.
• Strictly follow checking, verification, and authorisation procedures, reporting any deviations to the line manager to identify training needs.
• Develop a strong understanding of all products and services to consistently meet team and individual targets.
• Safeguard customer data, ensuring information remains secure, and that no paperwork or system prints are removed from the site.
• Actively support your team and provide cover for other teams when necessary.
• Comply with health and safety requirements as outlined in the company’s Health and Safety policy.
• Carry out any additional duties as required by your line manager in line with the job purpose.

• A solid understanding of customer service and experience working in a customer support role.
• Experience in a team-working environment, supporting colleagues and providing cover when necessary.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Familiarity with CRM systems is beneficial.
• Experience with complaint handling and problem resolution.
• Strong attention to detail with the ability to maintain data accuracy.
• Ability to develop a strong understanding of products and services to meet customer needs and support business objectives.
• Knowledge of business functions related to customer support processes.

• Business Awareness: Understands and applies business processes to support the delivery of customer-focused solutions.
• Collaborative Team Working: Works well with others to achieve team goals and support the needs of the business.
• Problem Solving: Proactively identifies issues and provides effective solutions to ensure customer satisfaction.
• Customer Commitment: Demonstrates a dedication to delivering excellent customer service and fostering positive relationships with clients.

• There are no specific qualifications required for this role, but relevant experience in customer service or support is highly valued.