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Customer Support Coordinator

2 months ago

Dunstable Bedfordshire, United Kingdom Gilson Full time

We are looking for a Customer Support Coordinator to join our team in the UK.
Our mission is to consistently deliver excellent customer service to all Gilson customers. As Customer Support Coordinator, you are our customers' daily single point of contact, and therefore need to deliver excellent customer service by effectively managing their inquiries, orders and their relationship with Gilson. You will be expected to provide support to our external customers as well as our internal customers within our Sales and Service organisations.

Hours: Full time, 40 hours per week
Benefits: Holiday entitlement, 25 days per annum, excluding UK Public Holidays, pension and the option to join our healthcare scheme.

Provide outstanding customer support by efficiently coordinating and answering customer questions regarding order status, stock availability and pricing
Develop basic technical knowledge of products and procedures and be able to provide 1st level of technical support
Create new customers accounts, pricing and item set-up requests in a SharePoint database
Update CRM with relevant information
Support quote process using our CRM system (Salesforce)
Manage public and private tenders
Process sales orders received via phone, fax, emailing, web on Gilson ERP
Perform local purchasing for third party and or office material
Manage back orders and billing disputes
Manage customer inquiry cases and complaints in our CRM system
Help performing credit collection
Pipette after-sales management (quote, restart, create order headers, invoicing)
Support the planning and invoicing of on-site services
Get involved in annual spares and rotating inventories
Comply with defined standard operating procedures, safety regulations, and quality certificates
Support activities that are not listed but are in its nature similar to those listed above, based on business requirements or requested by management

Previous experience in Customer Service (2 years minimum)
Excellent communication skills, with the ability to converse (written and verbally) in English
Proficient with ERP and CRM
Proficient with MS Office applications