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Customer Service Co-Ordinator

2 months ago

Gateshead Tyne and Wear, United Kingdom Graphic Packaging International - Europe Full time

At Graphic Packaging International, we produce the paper cup that held your coffee this morning, the basket that transported those bottles of craft beer you enjoyed last weekend, and the microwave tray that heated your gourmet meal last night. We’re one of the largest manufacturers of paperboard and paper-based packaging for some of the world’s most recognized brands of food, beverage, foodservice, household, personal care and pet products. Headquartered in Atlanta, Georgia, we are collaborative, diverse, innovative individuals who create inspired packaging while giving back to our communities.

With over 25,000 employees working in more than 130 locations worldwide, we strive to be environmentally responsible in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry’s best to reward the talented people who make our company successful.

If this sounds like something you would like to be a part of, we’d love to hear from you.

A World of Difference. Made Possible.

The Customer Service Co-ordinator will deliver a first class service to our customers through excellent management of a portfolio of accounts allocated. Having close interaction with planning/production/operations to ensure the business provides a high level of customer service at all times.

They will be responsible for the efficient, effective continuous improvement on your portfolio of accounts. Delivering a high quality customer experience to each and every customer in line with the business objectives and the department’s overall targets and goals

Position Responsibilities

  • Manage a full portfolio of account as allocated
  • Ensure that procedures within the department are followed
  • To ensure and maintain the departments targets and KPI’s are achieved through management of allocated accounts
  • Provide information in a concise and timely manner, to both customers and members of the company
  • Work closely with the external accounts manager to meet customer needs and expectations
  • Accountable for Launch management on their portfolio of accounts
  • Support the ethos of team working within the whole department
  • Ensure regular and effective communication within and from all areas to achieve common business aims
  • Liaise with customers as and when required with off site visits to be expected
  • Be proactive in developing solutions to departmental issues, when required
  • Identify issues and recommend adjustments or resolutions in order to rectify any issues
  • Grow product knowledge both through regular product training and from working alongside internal departments
  • Ensuring aged stocks, pre-aged stocks, overdue reserves, unreleased report, WIP status, extras tracker & Pack works tasks are continually being monitored on their accounts to meet company KPI’s
  • Ensure board reserves are managed effectively
  • Ensure attention to detail is paramount and ability to accurately transfer data/pricing from point of order to invoicing
  • When on annual leave, conduct a full handover with their team
  • Assist in covering accounts within the team when colleagues on annual leave.
  • Perform any other duties as directed by the Customer Service Team Leader/Trainer

Required Skills

  • Excellent customer facing skills
  • Highly responsible, reliable and flexible with a strong work ethic
  • Strong commercial awareness and business acumen
  • Excellent organisational and time management skills, with the ability to prioritise
  • Ability to work under pressure to deliver a high standard of service
  • Positive attitude and commitment
  • Ability to establish and maintain effective working relationships
  • Ability to influence others and generate new ideas
  • Effective problem-solving and decision making
  • Able to work in a fast paced environment – FMCG preferred