Job Overview
The Customer Experience Coordinator will play a key role in delivering an exceptional customer journey from order placement through to delivery. You will process customer orders accurately, manage customer communications and work closely with colleagues across Production, Purchasing, Despatch and Transport to ensure customer expectations are met or exceeded. You will be responsible for providing outstanding service, proactive communication and building strong customer relationships that support Verplas' ambition of being the market leader in Indoor Air Quality solutions.
As part of our customer-facing team, you will ensure every interaction reflects our commitment to customer excellence. You will take ownership of customer enquiries, manage expectations effectively and work collaboratively with internal departments to achieve the best possible outcome for both the customer and the business.
Key Responsibilities
· Process and check customer orders accurately and efficiently.
· Manage balance orders and daily order allocations.
· Respond to a wide range of customer enquiries via telephone, email and webchat.
· Make outbound calls to customers to obtain information, provide updates and resolve queries.
· Work closely with Production to understand capacity and lead times, ensuring customer expectations are effectively managed.
· Liaise with Purchasing to understand material availability and supplier lead times.
· Collaborate with Despatch to prioritise orders and resolve delivery-related queries.
· Support the Transport Department by managing customer delivery requirements, collection paperwork, transport quotations and re-delivery arrangements.
· Proactively communicate order updates, changes and potential delays to customers.
· Build and maintain strong relationships with customers and internal departments.
· Escalate customer concerns when required and work collaboratively to achieve timely resolution.
· Record customer feedback and help identify opportunities to improve the customer experience.
· Participate in customer service and continuous improvement initiatives.
· Ensure company standards, policies and procedures are implemented and upheld.
· Support compliance with ISO requirements and company management systems.
· Provide support and cover for colleagues within the Customer Experience Team when required.
· Undertake any other duties required to support the team and wider business.
Competencies
· Demonstrates a high standard of customer service and customer care.
· Excellent verbal and written communication skills.
· Confident communicating with customers via telephone, email and video calls.
· Strong attention to detail and accuracy.
· Competent in Microsoft Office applications, including Word, Excel and Outlook.
· Experience of Sage 50 or Sage 200 is desirable.
· Able to manage workload effectively and work using their own initiative.
· Strong organisational and time-management skills.
· Ability to prioritise tasks and meet deadlines in a fast-paced environment.
· Effective problem-solving and decision-making skills.
· Ability to build positive working relationships with customers and colleagues.
· Comfortable handling challenging situations professionally and constructively.
· Committed to delivering quality work and continuous improvement.
· Able to live and breathe the Company's Mission, Vision, Values and Behaviours.
Personal Profile
· Customer-focused with a passion for delivering exceptional service.
· Positive, energetic and professional in approach.
· Possesses energy, drive and ambition.
· Highly organised with excellent attention to detail.
· Willing to go above and beyond to support customers and colleagues.
· Adaptable and resilient when managing changing priorities.
· Able to think logically and solve problems effectively.
· Confident in asking for support and sharing knowledge with others.
· A strong team player who actively contributes to a positive workplace culture.
· Committed to personal growth and development.
· Maintains a professional and positive attitude at all times.
· Demonstrates behaviours that support Verplas' culture of customer excellence.
Benefits
· 22 days holiday plus bank holidays.
· Company pension scheme.
· Birthday leave each year.
· Access to a free well-being service.
· Free on-site parking.
· Regular training and development opportunities.
· Retailer discount scheme.
· Access to a free online private GP service.
· Two paid volunteering days each year
Pay: £26,000.00-£30,000.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
