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Customer Service Coordinator

3 months ago

Dartford, United Kingdom Diamond Search Recruitment Ltd Full time

Diamond Search recruitment are delighted to be representing our client, one of the UK's fastest growing companies, a market leader within their sector and a company who reward and recognise hard-work. Recruiting for Customer Service Coordinator, this represents a great opportunity for experienced individuals to join the team.

Reporting to a fantastic Customer Service Manager, and working within beautiful, modern offices, our client offer attractive remuneration of £29K - £31K , plus a team bonus scheme, based on KPIs, pension scheme, holidays starting at 20 (+BH), but rising with service, plus many other perks

The Role:

  • Efficient handling, and processing of customers orders received by telephone, email, and quote converting via the IAMs/ASMs, including overseeing the entire order process through to delivery, to ensure full customer satisfaction.
  • Making calls to customers to keep them informed of the anticipated delivery date/s of their order/s.
  • Making calls to customers and assisting them with alternative product choices when a specific item is out of stock.
  • Contacting customers to obtain missing information, and to answer queries.
  • Maintain and update sales, and customer records.
  • Communicate important feedback from customers to the relevant department internally.
  • Arranging for special items, and direct deliveries to be ordered, and codes for those items to be produced.
  • Assist customers with transport options, and costs, including VIP orders when required.
  • Supporting Account Managers and ensuring all orders received are processed daily, and customers are informed by telephone/email of the delivery date of their order/s, including any other administrative tasks, if requested.
  • Check all open orders specific to Account Managers and keep them updated with delivery dates.
  • Check the goods in system daily to review dates for incoming products, and liaise with the operations co-ordinator on specials, works orders, and to ensure you are fully up to date on sales order delivery dates.
  • Support the Customer Service Manager with any projects or tasks required.
  • Proactively assist with order processing, calling customers, and following up on emails.
  • Get a full understanding on all other aspects of sales administration, customer services, manufacturing, including print, embroidery and signs, to enable you to fully support and advise, in any capacity, across the team.
  • Build solid relationships with customers, and actively promote and upsell items.
  • Stay up to date with new products introduced.
  • Attend weekly team meetings, contributing, and possibly assisting with the production of reports.
  • Completion of customer service queries through to effective resolution, including providing replacements due to damages, initiating credits, arranging returns, liaising with the warehouse on misspicks and the transport department on delivery errors.
  • Managing and setting up works orders.
  • Scheduling the works order planner by liaising with warehouse and the wider CS team to ensure priorities are matched with resource available.

Requirements:

Proven experience within Sales Administration, Sales Support, and/or Customer Services.

Hands on experience with CRM software and MS Office (MS Excel in particular)

Understanding of sales performance metrics.

Excellent organizational and multitasking skills.

A team player with high level of dedication.

Ability to work under strict deadlines in a fast-paced environment.

Exceptional interpersonal and customer service skills.

Familiarity with sales reports and sales records.

Excellent written and verbal communication skills.

Excellent organizational and time management skills.

Strong attention to detail and accuracy.

Ability to work independently and collaboratively in a team.

Ability to prioritise tasks and work under pressure.

Knowledge of Order Works would be advantageous, but not necessary, as full training will be provided.

Apply today

Diamond Search Recruitment is acting as an Employment Agency regarding this vacancy.