Customer Experience Coordinator

5 months ago

Verwood, United Kingdom Verplas Ltd Full time

As a Customer Experience Coordinator, your job is to ensure our customers 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, as well 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 market leader for Indoor Air Quality products. 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.
- 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
- 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 Dispatch 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

**Competencies**
- Able to demonstrate a high standard of customer cervices
- Competent in MS- Office (Word, Excel, Outlook)
- Experience with Sage 50 or Sage 200 desirable
- Must demonstrate excellent attention to detail
- Excellent communication skills
- Must be able to manage your own workload and work on your own initiative
- Ability to meet deadlines
- Able to handle challenging customers and difficult situations
- Confident on the telephone and video calls
- Able to prioritise tasks accordingly
- Ability to work well under pressure
- Be able to live and breathe the companies Mission, Vision, Value and Behaviours
- Ability to work efficiently and maintain excellent quality of work in a fast-paced environment
- Confident on the telephone and video calls
- Able to prioritise tasks accordingly
- Ability to work well under pressure
- Be able to live and breathe the companies Mission, Vision, Value and Behaviours
- Ability to work efficiently and maintain excellent quality of work in a fast-paced environment

**Personal Profile**
- Willing to go above and beyond to get a task done
- Willing to help and support all team members, particularly during busy periods, holiday, or absence
- Ability to Grow & Develop in a Customer Service office environment, to meet future challengers at Verplas Ltd
- Positive, energetic, and can-do attitude
- Highly organised with excellent time management skills
- Logical thinker with the ability to problem solve
- Confidence in asking for help and support to ensure a task is completed
- Be able to demonstrate a smart and professional persona, as well as demonstrating smart and professional work
- Possess Energy, Drive and Ambition

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Store discount

Flexible Language Requirement:

- English not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Verwood, BH31 6HA: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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