Customer Support Coordinator

7 months ago


Paisley, United Kingdom Scottish Leather Group Full time

At Scottish Leather Group, we produce the world's lowest carbon leather due to our passion for leading sustainable manufacturing practices, continuous innovation, and outstanding services

Our **People**

At Scottish Leather Group, we make it personal. We recognise that the uniqueness of everyone who works for us, contributes to our success and resilience. We believe in equality, diversity, and inclusion and welcome individuals from all backgrounds to consider a rewarding career with us. By joining us you will be embarking on an exciting career, where we will help you achieve your professional goals and encourage you to reach your full potential.

Our **Values**

Scottish Leather Group desires to establish the highest industry standards for quality, innovation, value, service, and care for the environment whilst upholding our Company values: We Make it Personal, We are Committed to Quality, and We are Naturally Progressive

Our **Portfolio**

We are the largest leather manufacturer in the United Kingdom and employ over 900 employees globally Our specialist leathers are produced for a wide range of industries, including automotive, aviation, bus & coach, rail, furniture, and custom projects. We partner with hundreds of prestigious brands in more than 60 countries. Our customers include the likes of Aston Martin, Jaguar Land Rover, Polestar, Lucid, Emirates Airlines, Boeing, and Philips.

**Role Purpose**

Coupled with creating a strong customer centric culture, success will require close collaboration with our Finance, Warehouse, Account Managers, Sales, Production and Quality Teams to ensure that we grow and sustain a profitable business and reduce our dependency on any one customer. Your ultimate aim is to utilise your organisational skills and customer relationship skills to position our Company to be the most respected leather brand and supplier of choice in the world.

**Key Accountabilities**
- Ensure that you operate in accordance with any health, safety and environmental policies and procedures to ensure the safety and wellbeing of yourself and other staff and visitors at all times.
- Adopt a culture that is responsive to internal and external customers to;
- create a winning mentality and sense of accountability
- put the customer first
- continually seek to identify new opportunities
- Ensure a level of product knowledge to relieve the reliance on the Account Managers and Sales teams.
- Build customer confidence and develop strong relationships through effective management of customer schedules and enquiries. Ensure clear and concise internal and external customer communications regarding day-to-day product delivery.
- Liaise with all customers on a regular basis regarding product requirements, timing and logic-checking expectations.
- Raise orders and internal systems to reflect ‘live’ position.
- Send order acknowledgments and confirm despatch plans with correct product certification.
- Prepare price and delivery quotations and enter quotations to the CRM system.
- Process samples and customised samples.
- Track order progress and identify areas of concern.
- Liaise with Warehouse and Financial departments to minimise stock holding and debtor’s.
- Evaluate daily and weekly delivery performance.
- Provide regular updates of customer activity to the Customer Support Manager and Directors.
- Liaise with the Finance department regarding OEM and/or supply-chain trading matters including the management of credit limits, terms and conditions and all payment concerns.
- Assist with management of any customer returns.
- Assist with recording and responding to quality concerns.
- Assist with management of credit notes pertaining to returns or compensations and / or management of the debit note database.
- Identify internal and / or supply-chain opportunities for improvement.
- Continually promote the company brand.

**Experience Desired**
- Experience in a similar role - preferably in a Sales and Customer service role with knowledge of CRMs, Microsoft Office / Excel, and experience working to targets.
- Excellent organisational, planning and time management skills.
- Confident and positive telephone manner.
- Excellent interpersonal and communication skills to build strong business relationships.
- Natural commercial acumen.
- Able to identify priorities.
- Able to work under pressure and effectively as part of a team.

**Key Competencies Required**

Role Model
- Being an exemplary role model and taking the lead in promoting and living our values
- Establishes norms of behaviour (from the shadow he/she casts) for the team and takes appropriate actions if they are broken

Develop Yourself
- Invests in Personal Development
- Is self-aware and authentic
- Is open to feedback

Drives for results
- Delivers against targets in a way which is fast, agile and in line with our company values.
- Uses effective influencing and persuading strategies.
- Clear, concise, consistent and relevant for individual sit



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