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Customer Service Coordinator

3 months ago

Chorley, Lancashire, United Kingdom TVS Supply Chain Solutions Full time

Role:
Customer Service Co-ordinator

Purpose:

To provide front-line "helpline" response for all types of request for customers of clients supported by the department and also:

  • Management of customer order pipelines
  • Management of customer returns pipelines

Main Duties & Responsibilities:

  • Delivery / Returns issues
  • Order management process
  • Stock availability
  • Urgent/critical requests
  • Service recovery issues
  • Ad hoc requests
  • Case creation & ownership within CRM system to ensure all queries are managed through to completion in line with agreed SLA's
  • Root cause identification logged against the case in CRM
  • Liaise with internal teams to ensure first time resolution
  • Proactive communication with the customer to ensure they are updated on case progression
  • Customer level reporting as required

Knowledge, Skills, Qualifications and Experience:

  • Microsoft Dynamics CRM or similar is beneficial
  • Mitel phone systems or similar is beneficial
  • Microsoft Office
  • PC Literate
  • Web based ordering systems
  • Educated to at least GCSE level with Maths & English as a minimum (Essential)
  • A Level (desired)
  • Customer service / case handling (essential)
  • Rail industry knowledge (preferred)
  • Supply chain / logistics background (preferred)
  • Complex query handling (essential)
  • Dealing with external parties / transporters (preferred)
  • Experience of working in fats paced, high volume / short timescale environments
  • Excellent communicator / listener
  • Ability to own queries to resolution
  • Ability to work under pressure
  • Ability to work with mínimal supervision
  • Ability to deal with high work volumes
  • Proactive approach to query resolution
  • Ability to work with and engage sideways and vertically within an organisation
  • Customer first mindset
  • Continuous improvement mindset
  • Excellent telephone manner


In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.


Your package will include:

  • Competitive Salary and pension scheme with life assurance
  • 25 Days Holiday (plus 8 statutory Bank Holidays)
  • Holiday buyback scheme (5 days)
  • Employee Assistance Programme supporting wellness with immediate access to:
  • GP consultation and second opinions
  • Mental health support
  • Financial and Legal support
  • Wellbeing and healthy living support
  • Employee referral scheme with financial reward
  • Professional Membership and Study Sponsorship
  • Pass scheme (£100 to undertake training of your choice)
  • Subsidised canteen
At TVS SCS we encourage and support our employees to realise their potential.

They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.

TVS have signed the Armed Forces covenant and are a forces friendly employer.

Benefits:

  • Additional leave
  • Canteen
  • Company events
  • Company pension
  • Flexitime
  • Free parking
  • Onsite parking
  • Referral programme
  • Sick pay
  • Wellness programme

Schedule:

  • Flexitime
  • Monday to Friday

Work Location:
In person

Reference ID:
BH700