Customer Service Co-ordinator
This role provides first-class customer service by managing incoming calls and emails, serving as the customers' primary point of contact. You will be required to answer queries and resolve problems accurately and efficiently.
Main Responsibilities:
* You will be the initial point of contact for customers seeking support from customer services either by telephone or email.
* Collect information related to customer inquiries, including photos, plot numbers, and order numbers, and create Customer Service tickets to ensure all customer queries are logged and addressed.
* Coordinate responses to resolve customer inquiries by liaising with various teams, including commercial, production planning, transport planning, and technical.
* A willingness to go beyond expectations to deliver exceptional customer satisfaction.
* Provide production and delivery dates to customers by responding to their requests and proactively communicating with them regarding production/delivery delays.
* Email proof of delivery (POD) documents to customers upon request.
* Supply call-off information to customers upon request.
* Dispatch fixing kits, paint, repair kits to customers when necessary.
* Assist in planning the Customer Service Engineer's diary.
* Provide Sales Order Processing coverage, including processing call-offs, amendments, and secondments.
Key Requirements:
* Able to work independently and as part of a team.
* Customer service experience preferred but not essential; possessing a natural ability to assist, empathize, and problem-solve is crucial.
* Proficiency in all Microsoft packages.
* An excellent listener and communicator – verbal, written, and face-to-face.
* A positive approach to the working environment.
Prioritizing Workload:
* Action-oriented – capable of addressing issues within appropriate timeframes.
* Driven by results – decisive, confident in addressing problems and opportunities, challenging activities to improve performance, willing to challenge accepted methods and standards.
* Effective communication – clear, concise written and spoken communication at all levels, with customers, suppliers, and internal stakeholders.
* Ability to manage workload and prioritize accordingly.
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