We are looking for a highly organised and proactive Customer Service Coordinator to join our Customer Service team. This role is pivotal in ensuring excellent customer service by processing customer orders, maintaining accurate system data, communicating effectively with customers and supporting the wider business to achieve on-time delivery.
The successful candidate will be responsible for managing customer enquiries, processing orders, monitoring order progress and working closely with internal departments to ensure customers receive the highest level of service.
Key responsibilities:
- Manage the Customer Service inbox, ensuring all customer enquiries are responded to promptly and appropriately.
- Process customer purchase orders accurately onto the MieTrak MRP system.
- Raise RFQs (Requests for Quotation) within MieTrak for revised pricing where required.
- Issue quotations to customers where required.
- Maintain and update customer order information within the MRP system, ensuring all associated documentation is accurately uploaded and maintained.
- Develop and maintain a good understanding of the customers and their order book to provide accurate updates and support.
- Process Return Material Authorisation (RMA) requests and ensure timely follow-up until completion.
- Communicate delivery delays or changes to customers promptly and professionally.
- Attend the daily Production Meeting to stay informed of manufacturing progress and potential issues.
- Work closely with Planning, Business Development, Quality, Production, Stores and other internal departments to ensure customer requirements are met.
- Provide support to colleagues within the Customer Service team during periods of absence or increased workload
- Answer incoming telephone calls and direct enquiries appropriately.
Other Responsibilities:
- Ensure all company standards are promoted and maintained
- Following safe working practices at all times.
- Ensure all company quality policies and procedures are adhered to and maintained.
- Ensure implementation of the company’s Environmental procedures (ISO 14001), in particular minimising waste, promoting recycling, handling of scrap, controlled and special waste.
- Carry out any other duties that from time to time may be reasonably requested to assist in the day-to-day running of the company
About You:
To be successful in this role, you should demonstrate:
- Excellent organisational and administrative skills with a methodical approach to work.
- Strong written and verbal communication skills.
- Excellent note taking and attention to detail and a commitment to accuracy.
- The ability to prioritise a busy workload and meet deadlines in a fast-paced environment.
- Excellent customer service skills with a professional and positive attitude.
- The ability to work effectively both independently and as part of a team.
- A proactive approach to problem solving and identifying practical solutions.
- Strong interpersonal skills with the ability to build effective working relationships across all departments.
- Competence in Microsoft Office applications, including Outlook, Excel and Word.
- Previous experience using an MRP/ERP system would be advantageous but is not essential.
- Previous experience in a customer service, sales support or manufacturing administration environment would be advantageous.
The working hours for this role are 37.5 hours per week
Monday to Thursday 07:45am to 04:15pm or Monday to Thursday 08:00am - 04:30pm,
and Friday 08:00am to 12:00 noon.
In return, we offer the following benefits:
- Company pension scheme
- Attendance bonus
- Long service awards
- Employee assistance programme
Job Type: Full-time
Pay: £26,325.00 per year
Benefits:
- Company pension
- Free flu jabs
- On-site parking
Application question(s):
- Have you had experience using an MRP/ERP system?
- Have you had experience working in a fast-paced environment?
Experience:
- Customer service or sales: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
