This company has an exciting opportunity for an experienced Customer Service Coordinator to join their team based near Gainsborough, Lincolnshire.
They are a small to medium sized manufacturer of confectionary and snack wrapping machinery and employ approximately 115 people. The Company are very successful within their market and are currently undergoing a phase of expansion. They have recently relocated into a new purpose built facility within the Somerby Way industrial park.
This is a new role within the company, reporting to the Spares & Service Manager.
The Customer Service Coordinator will be responsible for ensuring the Company provide excellent customer service to all clients and to promote this philosophy throughout the organisation.
Tasks will include:
- be the first point of contact for spares and service enquiries
- ensure telephones are answered promptly and professionally
- ensure that all customer enquiries are processed effectively and within agreed timescales
- communicating courteously with customers by telephone, email, letter and face-to-face
- develop strong working relationships with our external customers by understanding their portfolio and future business needs
- generating quotations and processing sales orders
- handling and investigating customer complaints
- improving customer service procedures, policies and standards, proposing ideas for continuous improvement
- learning about the company’s products and keeping up to date with changes
Essential Skills and Capabilities:
- proven customer support experience and training
- customer orientation and ability to adapt/respond to different types of characters and nationalities
- communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with others
- confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
- listening skills, to understand exactly what customers require
problem solving skills
- creative thinking, to be able to come up with new ideas to improve customer service standards
an ability to work well under pressure and to tight deadlines
- proficient with Microsoft Word, Excel and PowerPoint
It would be beneficial to have some familiarity with CRM and MRP systems and some engineering knowledge.