As the Technical Customer Service Co-Ordinator, the job holder will provide professional, responsive customer service and first-line technical product support to Active Design customers. The role coordinates customer enquiries and orders from initial contact through manufacture and delivery, acting as a key link between customers, sales, production, planning, quality, engineering and logistics.
The postholder will ensure orders and records are accurate, technical information is communicated clearly, delivery expectations are actively managed, and complex or safety-critical matters are referred to the appropriate specialist.
Customer service and account support
- To act as a primary point of contact for customer enquiries received by telephone, email or other agreed channels.
- To resolve routine customer queries promptly and professionally, taking ownership through to closure and escalating unusual, complex or high-risk issues to the Customer Service Manager or relevant specialist.
- To build effective working relationships with customers and provide proactive updates on enquiries, orders and delivery status.
- To monitor designated customer accounts, identifying emerging issues and ensuring agreed actions are completed.
- To identify potential new customers or commercial opportunities and refer them to the appropriate Sales Representative.
Duties and responsibilities
- To take and process customer orders accurately, checking customer details, product codes, quantities, pricing, delivery requirements and any supporting documentation.
- To verify product availability and delivery dates, and coordinate with Planning, Production and Logistics to expedite orders where appropriate.
- To monitor orders from receipt through to dispatch and delivery, escalating risks to customer commitments and communicating changes promptly.
- To complete the forms, records and system updates required to initiate and support the sales and fulfilment process.
First-line technical product support
- To provide customers with approved product information, specifications, data sheets, samples, certification and other technical documentation.
- To clarify customer requirements and provide first-line guidance on standard products, options, applications and manufacturing capabilities within the postholder's training and authority.
- To interpret routine product and order information sufficiently to identify omissions, inconsistencies or requirements that need specialist review.
- To liaise with Engineering, Quality, Production or Sales to obtain accurate technical advice and communicate the approved response to the customer.
- To escalate non-standard, ambiguous, safety-critical or compliance-related enquiries.
Sales administration and records
- To provide samples or detailed product information to customers and potential customers following agreed processes.
- To maintain accurate and complete customer, quotation, order and correspondence records in company systems.
- To undertake filing, reporting and general Sales administration as directed.
- To handle customer and commercial information securely and in accordance with company policies.
- To work collaboratively across Sales, Customer Service, Production, Planning, Engineering, Quality and Logistics to improve customer outcomes.
- To identify recurring customer issues, process gaps or data-quality concerns and contribute to corrective and continuous improvement activity.
- To participate in relevant training to maintain product, system, quality and process knowledge.
This is an immediate start position
INDBH
Pay: £13.00-£13.50 per hour
Benefits:
Work Location: In person
