1. Job Title :
Customer Support & Delivery Coordinator
2. Why Us?
We have been driving manufacturing innovation for over 27 years, and our recent transformation to an installer focused model means our logistics and support teams are busier than ever.
As a long-standing member of our team moves on to the next chapter of her career, we are looking for a customer-obsessed professional to step into her shoes as our Customer Support & Delivery Coordinator.
As the primary point of contact for our customers and their biggest advocate, you will act as the "Profit Protector" of our sales pipeline—verifying order details, solving queries rapidly, and mastering our "Perfect Order" system. If you thrive on clear communication, love solving practical problems, and want to hit the ground running with clear, structured career pathways backing your ambition, we will support you every step of the way.
3. Our Core Values: How We Work Together
We don't just put our values on a wall—they dictate how we run our office every day, how we measure success on The Performance Scorecard, and how we reward our team:
- We Get Things Done: We choose action over over-analysis, maintain a strict query resolution window, and take total ownership of customer outcomes.
- Do Great Things Together: We put the team's mission above personal ego, collaborate closely across Sales, Tech, and Warehouse teams, and win as one team.
- We Find a Better Way: We proactively pre-empt delivery issues, log errors to eliminate root causes, and constantly improve our logistics processes.
- We Value Everyone: We treat every customer, courier partner, and colleague with absolute professionalism and radical support.
4. What You’ll Do (Responsibilities)
- Communicate & Book: Handle inbound / outbound calls and emails to confirm order details, verify pricing, check access requirements, and arrange convenient delivery or collection dates.
- Maintain Order Precision: Double-check order details during every customer interaction and keep NetSuite/ERP and sales platforms updated with 99%+ entry accuracy.
- Solve Issues Rapidly: Investigate missing or damaged items, resolve customer concerns within our SLA window, and follow up on carrier claims to turn stressful situations into great customer experiences.
- Manage Couriers: Book daily deliveries and collections, working closely with our courier partners to build strong relationships and ensure reliable, hassle-free service.
- Drive Operational Excellence: Collaborate with Sales, Tech, and Warehouse teams to spot process improvements, maintain high quality standards, and eliminate the Cost of Error (COE).
5. What You’ll Bring (Requirements)
- An "Above-the-Line" Mindset: A natural alignment with core accountability, operating with total ownership, accountability, and responsibility (O.A.R. mode).
- Customer Advocacy & Phone Confidence: Exceptional verbal and written communication skills; you enjoy talking to customers, listening empathetically, and resolving queries calmly.
- Airtight Attention to Detail: High precision in data entry (SKUs, pricing, addresses) to prevent missed shipments and protect operational flow.
- Problem-Solving Speed: Ability to manage a busy inbox/helpdesk queue while maintaining a fast SLA.
Nice-to-Haves (Preferred)
- Prior experience in customer support, logistics, or order processing within a manufacturing, trade, or e-commerce environment.
- Familiarity with ERP systems (such as NetSuite) or helpdesk ticketing platforms.
6. Benefits & PerksFinancial & Career Growth
- Starting Salary: £28,000 - £30,000 per annum (Level 1 baseline with clear, structured pathways to scale up to £40,000+.
- SuperFOIL Annual Bonus Programme: An exceptional dual-track bonus structure (up to 15% max potential) split equally between your individual performance (KPIs/growth projects) and overall company performance.
- Structured Career Progression: Transparent, merit-based career pathways driven by the internal Training Matrix, with formal reviews evaluated annually.
- Dedicated Training Budget: £1,000 per year personal training budget to support your technical and professional advancement.
- Ongoing Development: Continuous feedback loops through dedicated monthly 1-to-1s and bi-annual Quality & Capability reviews to map your progression path.
Leave & Well-being
- Generous Holiday Package: 22 days base holiday + Bank Holidays, plus an extra 3 days automatically allocated over the Christmas period (25 days total + stats).
- Loyalty Holiday Scheme: Earn 1 additional day of holiday for every 2 years of service (climbing to a total of 5 additional days).
- Paid Sick Leave: 5 days of paid sick leave per year, increasing by 1 additional day per year of service (capped at 15 days total).
- Compassionate Leave: 5 days of paid compassionate leave when you need it most.
7. Call to Action (CTA)
If you are ready to take ownership of your customer support career, live our values, and deliver exceptional experiences every day, we want to hear from you! Click the "Apply Now" button to submit your CV, and a member of our talent acquisition team will review your application for the next stage of our selection process.
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
Ability to commute/relocate:
- Lincoln LN6 3DH: reliably commute or plan to relocate before starting work (required)
Work Location: In person
