Customer Experience Coordinator
2 days ago
Customer Coordinator, Full time, permanent
As a Customer Experience Co-Ordinator, your job is to ensure that all customer interactions with the business are positive and you maintain their expectations with a consistent approach, to ensure that every customer receives the very best level of care.
You will be responsible for a key part of the customers journey with the business, ensuring their orders are processed quickly and accurately, aswell as providing timely, friendly, and professional responses to a wide range of enquiries. You will be part of the customer facing team, whose mission is to provide customer excellence and work towards being the sector market leader. A core part of this role is to work with multiple department Leaders to share details of customer forecasts and order details. You will also gather information from these teams to help you set customer lead times and manage their expectations.
Key Responsibilities
- Processing and checking of customer orders
- Management of balance orders
- Management of daily order allocations
- Answering inbound telephone calls
- Making outbound telephone calls to obtain information from customers and respond to a wide range of customer enquiries
- Dealing with and responding to a wide range of email and webchat enquiries
- Liaising with Production Manager to manage order lead times
- Liaising with Purchasing Team to manage lead time of materials and product deliveries, which will be used to manage customer expectations on order fulfilments
- Working closely with the Despatch Team to manage a range of order queries and prioritisation of order scheduling
- Help Transport Department to manage customer deliveries, such as gathering and passing on collection paperwork, getting customer approval on transport costs, organising redelivery of failed orders, and passing on delivery charges
- To maintain good operational relationships with both customers and internal departments
- To ensure the company standards are implemented and upheld
- To ensure excellent customer service, while maintaining a commercial approach
- To ensure compliance with ISO regulations.
- To have a basic understanding of the roles of each colleague in your team, to provide cover and support to all team members when required
- Report writing
- Other duties that may be required to support the team and Customer Experience Manager
Your Background:-
You will need previous experience in a fast paced Business to Business environment with good Excel skills.
You will need to be positive, energetic and have a Can Do attitude
Ability to multi task, work under pressure
Strong communication skills excellent Customer Service skills
Up to £26,000 per annum, working hours 08.30am to 5pm Monday to Friday. All office based
22 Days holiday
Company Pension
Birthday's off
Access to free well-being services
Free Parking
Regular Training workshops
Retailer discount
Access to free online Private GP service
2 days paid for volunteer work each year
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